Congratulations are in order for Genesis Housing Association’s Contact Centre, which beat stiff competition from British Gas and Surrey County Council to win Training Programme of the Year – Public Sector and Utilities at the Customer Service Training Awards.
The Contact Centre is in the final year of delivering an ambitious three year strategy, which will increase customer satisfaction by using innovative ways to engage with employees and customers. This includes using voluntary surveys enabling customers to give the centres’ staff instant feedback on their job performance and customer friendly IT solutions.
Don Hales, founder of the Customer Service Training Network and chairman of judges for the 2012 Customer Service Training Awards said “the standard this year was universally high and Genesis are to be congratulated on winning their category as this covered an extremely wide area of both public sector and utilities, both of which are in the public glare. Genesis demonstrated a thoroughly professional and customer centric approach which deservedly earned them the award.”
This follows a cracking few weeks for Genesis’ reputation as a great customer service provider, as Andy Ralphs, who is Contact Centre Deputy Director, was recently selected by industry peers to judge the award for Best Customer Service Operation at the European Customer Service Awards. The housing association has also just been nominated for three awards at the UK Customer Experience Awards. Andy said “I’m really proud of everyone in the contact centre for their hard work that led to us winning this award- the fact that we saw off two big competitors is an achievement in itself. Watch this space for more news…”
Genesis owns or manages homes across London and the south east for thousands of people. As one of the most diverse housing groups in the UK, Genesis’ main aim is to provide great services, great homes, great places and great opportunities for its customers