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Our customer service receives Bronze Accreditation Award by CCA

We have been awarded a Bronze Accreditation Award by the Customer Contact Association (CCA) for successfully maintaining CCA accreditation for five consecutive years.

CCA is the leading global authority on customer contact strategies and operations. Their operational excellence programme is designed to recognise and reward leading practice in customer service operations.

The CCA assess the customer service of organisations across the globe including companies such as Sky, the BBC, and Barclays Bank.

This year the CCA assessor was particularly impressed with our approach to wellbeing including our Tenant Support and Wellbeing Service for all our customers; our Cognito training tool which shows areas that colleagues have strong knowledge in and where they can improve; and our pioneering initiative in Customer Services which allows Customer Service Advisors to pick their own shifts.

Our Customer Service Manager Service Delivery Monika Dombek said: “We’re delighted to receive this accreditation which shows we are doing a great job in the Customer Service team and beyond.

“I want to thank colleagues in Customer Services who put in a huge amount of work to prepare for this and the previous assessments and to colleagues across the business particularly IT, HR, and our Learning and Development colleagues.

“I would also like to take this opportunity to thank Lourdes for taking us all on the journey to achieve this award. Her support and encouragement have been amazing!

“Recognition like this reminds us how much progress we have made over the past five years.

“I am immensely proud of the Customer Service team who have been committed to delivering the great service the CCA has congratulated us on over the last five years. We would not have passed any of the five assessments without you. You can upskill, train, and give employees knowledge – but you cannot train them on how to care – and you all do care, so thank you. Let’s start getting ready for next year’s accreditation!”

You can find out more about the CCA here.

Congratulations to our Customer Service team!

For media enquiries contact our Communications Team.

Cca Accredited 2021 Web