Customers are number one for Worcester housing association

Wednesday 5th October 2011

Worcester housing bosses are going 'back to the floor' for a week frontline working and job shadowing to see how a housing association can improve its customer service.

Assistant director of Nexus Housing, Catherine Cole, will be joined by other managers throughout this week to carry out customer-facing roles to see how the organisation can improve its services for customers.

The week of activities, which includes the opening of a newly-designed reception area, staff job shadowing each other and awards for the Staff Customer Service Champion, is to celebrate National Customer Service Week.

National Customer Service Week raises awareness of customer service and the vital role it plays within organisations, as well as celebrating the achievements of staff and acknowledging their everyday work in making a difference to their customers.

Catherine Cole and managers at Nexus Housing, which is a part of WM Housing Group, will be working in the customer contact centre, going out and about in the communities with housing officers and service staff such as surveyors.
Catherine said: "Customers are at the heart of everything we do, from providing homes and maintaining them to a good standard for them, to providing the support and advice that they may need.

"We want our organisation to be as accessible as possible to customers so this week gives staff an opportunity to raise any frustrations they have that could improve the customer experience, as well as rewarding staff that go above and beyond to meet customers' expectations.

"It will be really interesting to go back to the floor with other members of staff because I will get a closer insight into the customer experience and see front-line interaction with staff. Areas of improvement that we identify during the week will be looked at as part of our Customer Excellence Strategy."

Nexus Housing is a Worcester-based housing association which manages more than 2,800 homes across the county of Worcestershire.

Photo caption:
Back To the floor1: Nexus Housing assistant director Catherine Cole goes back to the floor with repairs service manager Nick Howland as part of National Customer Service Week.

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