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