Magenta Living has once again been recognised in achieving the Customer Service Excellence (CSE) accreditation against the standards set by The Centre for Assessment, in accordance with the requirements of the Cabinet Office’s Customer Service Excellence Standard.
The CSE quality mark aims to make a real difference to service users by encouraging organisations to focus on their individual needs and preferences. The five criteria of Customer Service Excellence that we were assessed against are: Customer Insight; The Culture of the Organisation; Information and Access; Delivery and Timeliness and Quality of Service.
Over three days the assessor considered our application against the five criteria and the 57 sub-criteria. They held focus groups with customers, colleagues and partner organisations and as a result, they were satisfied that we met the standard. In two areas Magenta Living’s services were found to be meet the ‘Compliance Plus’ standard. This is only awarded where it is proven that we have taken additional steps to provide truly excellent services to our customers. The areas identified are:
- Supporting our community through Covid-19: We developed coordinated working arrangements with our partners that ensure customers have clear lines of accountability for the quality of service.
- New complaints handling process – training and communication: We give colleagues training and guidance to handle complaints and to investigate them objectively and we can demonstrate that we empower colleagues to put things right.
Magenta Living has successfully maintained this standard since February 2012 and following this comprehensive assessment, our current certificate is now effective until February 2024 with annual surveillance visits due to take place until then.
Brian Simpson, Chief Executive of Magenta Living, said:
"This is yet again a great example demonstrating that we put our customers at the heart of what we do and contributes to us in delivering to The Magenta Way, our transformation programme. Thank you to all customers, colleagues and partners who supported us, helping to achieve this accreditation."