Council’s customer contact centre recognised for excellence

PUBLISHED: 19 September 2023

Colchester City Council’s Customer Contact and Support Centre has once again achieved the prestigious national Customer Service Excellence Standard (CSES).

The CSES quality mark, awarded by Customer Service Excellence (CSE), aims to promote excellence in customer service. To be awarded the CSES, organisations must meet a rigorous set of criteria, including demonstrating a commitment to customer-focused values, providing excellent customer service, and measuring and improving customer satisfaction.

The Customer Contact and Support Centre excelled in several key performance areas, including
Customer Insight, Culture of the Organisation, Information and Access, Delivery, and Timeliness and Quality of Service.                        

The team provides a range of services to residents, businesses, and visitors, including answering phone calls and emails, as well as assisting in-house with a variety of council services, such as housing, benefits, planning, and licensing.

The award is valid for three years, with an annual rolling programme assessment visit.

“I am proud of the team's work and delighted that they have once again achieved this high standard,” said Cllr Mark Cory, Deputy Leader of the Council and Portfolio Holder for Resources. “It means that the council is able to deliver the best service to residents.

“This award is a tribute to their ongoing dedication to providing outstanding customer service, even in the face of some significant challenges. We are always listening to our customers and developing our services based on their feedback.

"This is the first year of a new rolling awards programme and is yet another milestone for the team, building on the success of the previous CSES awards they received in 2019 and 2022.

“What is particularly noteworthy about this award is that it comes at a time when the council has been facing financial challenges, with less resources and reduced staff across the council.

“Supporting customers in person, online, and on the phone is at the heart of everything we do and essential to providing a high-quality service. We are proud to have achieved this prestigious award and we will continue to work hard to earn the trust and confidence of our customers.”

Further information about the award can be found at The council’s Customer Service Standards and Customer Access Strategy are both available online.

Page last reviewed: 19 September 2023


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