During National Customer Service Week (NCSW) 2024, we focused on understanding the roles of our colleagues, visiting key community initiatives, and gaining insight into how we support our Contract Holders (CH) on a day-to-day basis. Here’s a summary of the key activities and learnings from the week:
1. Learning About Colleagues’ Roles
Throughout the week, various team members shadowed colleagues from different departments, giving them valuable insights into the work done across the organisation:
2. Visit to Peulwys Community Café
Our colleagues visited the Peulwys Community Café, which provides a welcoming space for Contract Holders to gather, chat, and discuss community matters. The café, run in partnership with a local school and supported by FoodShare, also offers access to affordable food and advice services. It was inspiring to see how relaxed and supportive the environment was, fostering open conversations about community issues and repairs.
3. Celebrating Age Event: Contract Holders’ Feedback
During the Celebrating Age Event, Contract Holders shared their thoughts on what good customer service means to them. Here are some of their comments:
“Good customer service is having a friendly face to listen to concerns and sort out problems.”
“It’s comforting to know Cartrefi is always looking after us.”
“Being helpful and finding answers to problems is key.”
“Polite and approachable staff make all the difference.”
This feedback reinforces the importance of maintaining strong relationships with our Contract Holders and continuously improving our services.
4. Supporting Digital Inclusion
We also heard from our Digital Inclusion Coordinator, who is working to ensure that all Contract Holders meet the Minimum Digital Living Standard. This involves ensuring they have access to the internet, appropriate devices, and the skills needed to engage with the digital world safely. The goal is to help Contract Holders stay connected and access opportunities online.
For those who may not yet meet the digital standard, personalised support is available to help them improve their digital skills or access essential technology.
Additional Highlights
Other notable activities during NCSW included: