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Sefton Council receives accreditation for excelling in customer service delivery

Sefton Council is delighted to have been awarded the Customer Service Excellence (CSE) Quality Mark.

The accreditation is a unique tool designed to promote and encourage continual improvement and maintaining standards when dealing with customers.

Gaining this award demonstrates the Council’s commitment to maintain a first-class customer experience, ensuring that residents are at the heart of everything the Council does.

Since 2013, revenues and benefits services and front-line customer services such as ‘One Stop Shops’ and Contact Centres, have successfully achieved the CSE accreditation following an annual independent assessment.

The council received the accreditation based on 5 key categories; Customer Insight, The Culture of the Organisation, Information & Access, Delivery & Timeliness and Quality of Service.

A dedicated team coordinated the accreditation process over the period of six-months leading up to the award in December 2018. The team are now working towards repeating this success in 2019.

Cllr Paulette Lappin, Sefton Council’s Cabinet Member for Regulatory, Compliance and Corporate Services, said: “We are very proud to have received such a highly recognised accreditation. During the assessment, the Council stood up to rigorous scrutiny in order to achieve it. This involved gathering evidence and examples of how we have excelled in service delivery and customer service, a visit to the site from an independent assessor and interviews with staff and partner organisations.

“We are extremely pleased that several areas were highlighted to have shown a real commitment to customer service delivery, based on a good understanding of our residents needs and preferences. Staff politeness, friendliness, professionalism and knowledge were commended as being a core strength of the culture of the organisation. The assessor also emphasised the high levels of customer satisfaction with the quality information and accessibility across our front-line services.”

Recognition and thanks goes to the team of CSE champions: Mike Mooney, Kim Leggett, Steve Woods, Helen Pritchard and Alex Blundell.