St Christopher’s delivers Customer Service Excellence for 11th year
We are delighted to share our report for the Customer Service Excellence Award in 2021, with the results showing we go above and beyond for our customers.
This year we received three areas of Compliance Plus, which refers to “behaviours or practices which exceed the requirements of the standard and are viewed as exceptional or as exemplar to others”.
“We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.” This was evidenced through Staying Close, our implementation of the Children’s Global Assessment Scale (CGAS), using the Lundy Method to improve the engagement journey and the work of our Return Home Interviews Service (formerly Runaways).
“We have improved the range, content and quality of verbal, published and web-based information we provide to ensure it is relevant and meets the needs of customers.” This was shown through an A to Z of fostering campaign to recruit new foster carers, the Impact Report 2021 and young people’s guides.
“Our performance in relation to timeliness and quality of service compares well with that of similar organisations.” This was awarded for our longer placement times, high percentage of planned placement endings, strong educational achievements of our young people and our Ofsted and Isle of Man inspection outcomes.
In addition to these areas of Compliance Plus, the assessor identified 14 areas of good practice including colleague’s flexibility during the pandemic, our participatory approach and the extension of our contract on the Isle of Man.
Director of Income and Development Geneva Ellis said: “Winning this award is always a big team effort from people across St Christopher’s and shows how much excellence exists in all corners of our organisation. Well done!”