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Sefton@Work excels again in Customer Service Excellence!
Sefton@Work is celebrating further success after the retention of the Customer Service Excellence Award for the 6th year running.
Customer Service Excellence
Sefton@Work achieved the Governments Customer Service Excellence standard in 2010 and has recently been reassessed for the 6th time. This is a requirement to show that compliance is being maintained and that continuous improvements are being made. To maintain accreditation an independent assessment of the service is conducted annually as part of a rolling programme.
The review took place in May 2017 and we are pleased to announce that Sefton@Work has successfully met all of the requirements of the standard in full. In addition to us maintaining this award we also improved on our performance by achieving a further 2 Compliance Plus ratings for elements in the sections Delivery and The Culture of the Organisation with a partial compliance being awarded in Timeliness and Quality of Service section.
Having a Compliance Plus rating means we have exceeded the standard required in a particular area and we now have 18 Compliance Plus ratings overall, achieving some in each and every section of the Standard. This puts Sefton@Work amongst the top performing organisations in the country for Customer Service.
As with any quality assessment, no matter how good the paper-based evidence may be and no matter how well we respond to verbal questioning about our services and delivery methods, the most important part of the evidence is gained through the assessors observations and conversations with clients, partners and other organisations we have supported or worked with.
Paul Latham our G4S Assessor said:
"Sefton@Work is a highly successful organisation helping local people to secure employment. The
customers/clients referred to them tend to be the most challenging. Many require Sefton@Work staff to provide high levels of support if they are to be successful in helping them to acquire employment.
Sefton@Work is more than an employment agency. It offers a personalised service, advice, coaching for
job applications, CV writing and interviews. Staff work hard to establish a good relationship with clients,
based on trust, confidence building, and self-belief to encourage independence.
Feedback from clients reveals many appreciative comments. Over fifteen clients volunteered to attend a meeting with the assessor to testify, expressing very positive comments about their experiences. It is not surprising, therefore, that Sefton@Work is meeting the criteria for the Customer Service Excellence Standard".