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LDL One Stop Shops gain approved centre status from the Institute of Customer Service
Date: 14/10/2009
Liverpool Direct Limited’s One Stop Shops have gained Approved Centre status. This status, has been awarded by the Institute of Customer Service after a series of consultations, rigorous checks and after recognising the success, achievements and the self sufficiency of Liverpool Direct Limited’s One Stop Shop programme.
The Awards Manager, Lindsey Evans-Brown, has worked hard with her talented team to put together a strong programme consisting of excellent one to one coaching and mentoring, assessor-facilitated workshops and a robust quality assurance process.
Cllr Warren Bradley, Leader of Liverpool City Council and a Board Director of Liverpool Direct Limited stated: “Having competent and highly trained staff is vital to the success of our business model. I am delighted with the results from our involvement with the ICS Professional Awards which delivers real change to attitudes, behaviours and competencies around service delivery”
Louise Gray, Head of Public Access Services said: “Gaining Approved Centre status from the ICS is a fantastic achievement that reflects the commitment of the One Stop Shop staff to develop professionally - providing the highest level of customer service that puts us in the lead. The key to our success is consistently sharing our knowledge and experience, with everyone from practitioner to assessor feeding in and being part of the development of the programme.”
The awards manager and the accredited assessors link in with other organisations within ICS programmes, such as Merseyside Police, Wirral Metropolitan Borough Council and Birmingham City Council. The One Stop Shops are now liaising and supporting colleagues in other areas of Liverpool Direct Limited to provide guidance as they establish their own ICS awards programmes. This is building on the excellent practice in customer service across the Company.
The One Stop Shop awards programme has achieved a 100% pass rate as well as 100% completion rate with a total of 34 Customer Service Advisors gaining their Bronze Communications award. Five of the Customer Service Advisors have gone on to gain accreditation through the ICS Continuous Professional Development and some have progressed to become coaches, ensuring the continuity of the programme.
Sheila Yates, Deputy Head of Service, BA (Hons) MBA, CMICS stated: describes the programme as being an integral part of the One Stop Shops ability to continually improve service excellence and has stated “I am very proud of our achievements so far, which we could not have attained without the dedication and commitment of my Awards Manager Lindsey Evans Brown and Ged Daly and Tricia Cahill who became the first ICS Assessors in Liverpool Direct Limited”.
Nick Glynne, Customer Service Advisor, PMICS added: “I enjoyed my experience with the ICS. After completing my Communications Award I then progressed to achieve the ICS Continuous Professional Development. The experience of working with my coach was constructive and has encouraged me to become a coach myself.”
