Excellence in customer service

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Approach

When you ring Thrive, its the Customer Service Centre (CSC) team that will help you in the first instance.

At Thrive, we pride ourselves on recruiting the best people for the job and our CSC pays testament to that. We are meticulous in our selection of staff, ensuring recruits have the right personality and aptitude for this demanding but fulfilling role.

There is a range of internal and external training opportunities to constantly improve the team’s skills and performance, such as courses to enable them to better help people with dementia or mental health issues.

Staff have regular one-to-one career development discussions, as well as sharing their experiences and ideas with each other formally and informally.

We also benifit from our Staff Voice Group, which is a forum for sharing good ideas empowering staff to make a difference.

We share customer feedback, compliments and examples of best practice to enhance the team’s ability to deal with the different situations.

We’re really proud of the team who are great ambassadors for Thrive handling over 1350 enquires per week.

Achievements

Our first-rate team was recognised nationally when Thrive was named Best in the Public Sector and ranked seventh overall in the ‘Top 50 Companies for Customer Service’ 2014.

Thrive was the highest placed housing association and rated ahead of all other public service providers, based on an extensive programme of ‘mystery shopping’ taking into account factors such as how timely, easy to use, reliable, knowledgeable and friendly the service is.

t was the first time we had entered the awards but our Customer Service Centre achieved an overall score of 95.5%, out-performing household names such as building society Nationwide and supermarket chain Asda.

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ICMI TOP 50 COMPANIES FOR CUSTOMER SERVICE

Results

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“Having completed a work experience placement with Thrive’s Customer Service Centre, I found I really enjoyed helping people. I had never worked in an office before but they spotted my potential and invested time and training to develop my skills. After being taken on to cover maternity leave, I was then taken on full-time. I enjoy every single day of working here – we are a great team, working towards the same goal.”

Chris Richards, Customer Service Advisor