FOR THE third successive year Family Mosaic’s customer care line, based in Pitsea Essex, has successfully gained a place in the Top 50 Call Centres for Customer Service. This year it has gained its highest rankings, finishing 10th for Email Contact and 12th for in the Best Calls category. In the Best Calls category it came 2nd amongst the Public Sector and the highest scoring housing association of those who took part.
To reach this position we had to beat off a high level of competition from well- known banking, financial, retail and travel organisations.
“This is truly a team effort and every officer is directly responsible for our achievement,” said Family Mosaic’s Customer Care Manager, Avis Rhodes.
We have taken part in the Top 50 programme for the last three years, and each year we have steadily risen up the ranks. Participation in the Top 50 programme helps us to gain a wider focus by giving us the opportunity to look at best practice across the industry and what others organisations, besides those in the housing sector, are doing to provide excellent customer service.
Since our customer care line began five years ago, there has been an increase in the volume of calls each year, demonstrating the confidence that customers have in the ability of the service to resolve their issues.
Family Mosaic CEO Brendan Sarsfield says that, he “couldn’t be prouder of the service the customer care line staff provide” and that they “set the standard for customer service across the organisation.”
Responding to our customers’ needs and reaching customer service excellence is central to everything we do. We ask our customer care line staff to look beyond simply providing an answer to a question, and look at the wider needs of our customers. One staff member who works at the customer care line puts its success down to the fact it is “about people, not profits.”
