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Throughout National Customer Service Week this week, we’ve seen some fantastic examples of how different industries are implementing best practice in customer service. It’s been great to learn about how companies are tackling different challenges and understand more about what really makes a difference to customers.

Over the past few years, we’ve worked incredibly hard to improve the quality and consistency of our customer service. This is an ongoing journey and there is still much work to be done, however we’re thrilled that we were nominated as a Finalist in the UK Customer Experience Awards for our efforts so far. 

It’s always been important to us that we keep challenging ourselves to look at new ways of improving our customer service and that we don’t become complacent. Following the launch of the Customer Support Centre in 2017, we developed a continuous improvement program to further enhance the customer experience and capitalise on the engagement around the initial project. 

We focused on key areas where we felt we could deliver an even better customer experience, including improving responsiveness and customer satisfaction, cleansing and resolving data issues around billing, developing comprehensive and more accurate reporting, leveraging automation within our systems and gathering further customer feedback. 

We also recognised that there was an opportunity to further streamline our facilities management (FM) helpdesk operations. We consolidated the existing four helpdesks into one, centralised desk in Stockport, providing key strategic benefits including increased customer satisfaction, improvements to operational efficiency, and greater business intelligence. 

We’re really pleased with the progress that we’ve made so far in building an effective customer service offering. This is a testament to the hard work of everyone at NHSPS and we’re incredibly grateful for the support from all of the different teams who have helped make the FM helpdesk and the Customer Support Centre a success.  

I’d like to extend a personal thank you to all of our colleagues for enabling us to deliver a high-quality and consistent service to our customers.