Babcock’s Education business has been awarded the Customer Service Excellence (CSE) Accreditation. The Customer Service Excellence standard was introduced by the government in March 2008 and replaces Charter Mark.

CSE tests in great depth those areas that research has indicated are a priority for customers in the public sector. There is a particular focus on delivery, timeliness, information, professionalism and staff attitude. Emphasis is also placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

Designed to operate at three distinct levels, CSE is intended as a driver of continuous improvement, a skills development tool and an independent validation of achievement.

As part of a two day rigorous assessment Babcock staff had to demonstrate that services were designed around the needs of the public, that hard-to-reach groups are not ignored and that we work in partnership successfully.

The main highlights of the assessor’s report included:
• Babcock staff share an in-depth understanding of all customer categories.
• There are excellent arrangements in place providing information about the full range of our services to all existing and potential customers
• Complaints handling procedures and introducing subsequent remedial actions are clearly effective
• Comprehensive standards for customer service are in place and rigorously followed by staff for a customer focussed service.

Reporting on the culture and style of Babcock’s Education business, the assessor said “that no stone is left unturned in seeking to focus on the needs and expectations of the customer.” The assessor also commented that the organisation's leadership team showed real commitment to winning the approval of all customers in both the quality and timeliness of delivery.

Says Dr Marcus Watson, Babcock’s Managing Director, Education: “We have ambitious plans to expand the work of our organisation by continuing to build on our strong reputation. We want customers to be our greatest advocates.”

For more information, please contact Diane Grove, Quality Co-ordinator, on customercare@vtplc.com or tel 0800 073 4444 x834567