Council awarded Customer Service Excellence Standard

PUBLISHED: 5 February 2019

Date issued: 5 February 2019

Colchester Borough Council’s Customer Contact and Support Centre has been awarded the prestigious national Customer Service Excellence Standard.

The Standard was awarded following a year-long programme and rigorous two-day external assessment in December. The standard covers a range of areas including timeliness of responses, the quality of information provided and the motivation of its staff.

The assessor also reviewed the council’s ongoing development of customer insight, journeys and service satisfaction, and carried out observations, reviewed evidence and spoke to staff, partners and customers about their experiences of the Centre.

The Centre exceeded the requirements, gaining the Compliance Plus standard in a number of areas. These included leadership of the team, how customer insight was used to innovate and improve the service, and how managers engaged with staff to implement improvements.

In their feedback, the Customer Service Excellence Standard commented: “Eight Compliance Plus (best practice) elements were identified – a commendable result. Having been through a lengthy preparation phase, the Customer Service Contact and Support Centre thoroughly merits accreditation to the CSE Standard.”

Colchester Borough Council’s Portfolio Holder for Customers, Cllr Beverley Oxford, said: “Achieving this Standard is excellent news and reflects the council’s ongoing commitment to delivering excellent customer service and the quality of the service we provide. Supporting customers in person, online and on the phone is at the heart of everything we do, and we are continuously listening to and developing our services as a result of customer feedback.”

Councillor Mark Cory, Leader of Colchester Borough Council, added: “Our Customer Support and Contact Service provides a fantastic service to residents and businesses in the borough and this award gives customers confidence in the service they will receive when contacting us.

“Despite massive cuts from central government, Colchester Borough Council still provides an excellent service to residents. I am proud of the team's work.”

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

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: 5 February 2019


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