BOC’s Customer Service Centre (CSC) in Manchester offers “outstanding learning and development practices and a focus on customer experience that is regarded as paramount at every operating level” and that’s official.
The CSC has been awarded the prestigious Silver Standard by Investors in People – only given to one percent of the organisations assessed.
Investors in People offers a business improvement tool designed to help all kinds of organisations develop performance through their people. It provides tailored assessments against ten indicators of a continuous improvement framework, including reward and recognition, and involvement and empowerment in the assessment process.
As part of the process, around 50 employees were interviewed including senior managers and staff across a wide variety of roles, as well as trade union representatives.
“BOC’s CSC has, once again, demonstrated its commitment to its people, and its desire to support each and every employee as they work together towards the goal of being part of a High Performance Organisation,” said Jenny Trickett, Lead Assessor for Investors In People. “It is always a pleasure to meet the team at the CSC, and the Silver IIP accreditation is richly deserved.”
“We are very clear that we are a Customer Service Centre, not a call centre, with the emphasis on ‘customer’ and ‘service’,” commented Mark Jenkinson, Head of the CSC. “We are delighted to have won this award, but it is a step on a journey. We are already planning and communicating the improvements our people want to see.”
The CSC’s ambition is achieve the Gold Standard by 2012 – demonstrating world class customer service, delivered by high performing people.