Customer Service Excellence recertification awarded

Published 6 October 2021

WDH has successfully been awarded recertification of Customer Service Excellence (CSE) following an independent assessment.

CSE is a nationally recognised standard designed to drive customer-focused change and helps organisations put their customers at the heart of their business.  It promotes the concept of continuous improvement and, in order to be awarded the accreditation, organisations need to demonstrate that they are implementing change for the benefit of our customers.

As part of being recertified, WDH successfully obtained 13 areas of Compliance Plus.  These areas either exceed the basic requirements of the standard, are exceptional practices or processes which go above and beyond customer’s expectations or are exemplar practice to others.

Paddy Needham, Service Director – Corporate Services at WDH, said: “What was clear from this process is the passion that our employees have for delivering quality services for our customers and, despite the challenges of COVID, our continued determination to look to raise the level of service we provide.

“Being recognised as Compliance Plus across 13 areas of the criteria, showing we are delivering over services that are over and above what our customers could normally expect and demonstrate best practice. This certification is recognition for consistent hard work and dedication shown by our colleagues over the last year.”

​​​​The below table shows the 13 elements that WDHobtained Compliance Plus for and the initiative that achieved each one.

Criterion Element

Compliance Plus

We make particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.

Tenancy Ready team – Assisted Bidding and partnership with Adult Education

We have a strategy for engaging and involving customers using a range of methods appropriate to the needs of identified customer groups.

Engagement Roadshow

We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.

Hardship Scheme

We use customer insight to inform policy and strategy and to prioritise service improvement activity.

Creation of a Customer Panel

We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.

The Debt Coaching Academy

We can demonstrate our commitment to developing and delivering customer focused services through our recruitment, training and development policies for staff.

The Approach to Income Management

We value the contribution our staff make to delivering customer focused services, and leaders, managers and staff demonstrate these behaviours.

Wellbeing Champions

We make our services easily accessible to all customers through provision of a range of alternative channels.

Digital Debt Officers

We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers.

Use of WDH premises for fire evacuation training

We have developed coordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service.

Partnership with Yorkshire Ambulance Service

We interact within wider communities, and we can demonstrate the ways in which we support those communities.

Digitalisation of the Communities Together Forum

We agree with our customers at the outset what they can expect from the service we provide.

Partnership with Wakefield Council’s Carers Service

We promptly share customer information with colleagues and partners within our organisation whenever appropriate and can demonstrate how this has reduced unnecessary contact for customers.

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