Since achieving the Customer Service Excellence Award last year, Cloch’s staff and Board were delighted to hear that they passed their first annual review and attained Compliance Plus awards for 3 different aspects of the business; culture, complaints and communication
Compliance Plus is where an organisation can demonstrate that they have gone above and beyond the requirements of an element of the CSE Standard and Cloch has achieved recognition for the following aspects of business:
• Culture – significant improvements in the last year as Cloch adopted a growth mindset throughout various aspects of their business.
Cloch’s leadership team and senior staff went through the ILM (Institute of Leadership and Management) Level 5 training in late 2018 which in turn led to a change of philosophy and approach to how they manage processes and people. As well as this, Cloch achieved Investors in Young People in 2018 and they have embraced working with schools and young people through placements and Modern Apprentices.
• The second Compliance Plus was for Complaints Handling and is a recognition that Cloch’s ethos around complaints is to record ALL levels of dissatisfaction ranging from comments on surveys and other simple issues resolved at frontline through to more serious or unresolved stage 2 complaints. These are then monitored at monthly meetings of senior staff to ensure that where the service is lacking, it can be improved and if required, staff training can be given.
• The third Compliance Plus was about the access to information using the Web Portal for those customers who wish to access services digitally, as well as the one stop shop of Customer Connectors who can be accessed in the office, by phone and on social media. The portal gives 24 hour access to most of the core services and our Customer Connectors can now handle most queries without passing them on to other teams.
Paul McVey, Director at Cloch said, “Since gaining the CSE award last year, everyone has worked really hard at keeping the standards high and always looking at introducing either new initiatives or new approaches to how we deliver our services. The award of Compliance Plus for some of these areas is payback to the staff who put in a lot of effort to ensure that we keep on top of our game.”.