National Customer Service Week 2024: Highlights

National Customer Service Week 2024: Highlights

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:

  • Customer Services: One colleague spent time with the Customer Services (CS) team, learning about how they handle calls, manage emails, and use the internal systems like the CRM and Knowledge Base. The experience highlighted the fast-paced environment and the diverse queries that the team manages daily.
  • Multiskilled Joiner: A Customer Service Advisor spent a day with one of our multiskilled joiners, gaining insight into the repair process after jobs are logged. This helped her understand how detailed information from the customer service team can improve efficiency for the trades team. She also got to know the locations of various properties, which will aid her in her daily communications with Contract Holders.
  • Lease Scheme Move On Officer: Another colleague shared her experience of working towards zero homelessness, collaborating with partners to support tenants and using the internal system to stay safe and informed.
  • Independent Living Coordinator (ILC): One ILC described her day visiting Contract Holders, checking if anyone needed support, and ensuring the community’s needs are met. This included providing emotional support, coordinating with agencies, and reporting issues like fly-tipping.

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:

  • A team member’s Wednesday walkabout experience, connecting with the community.
  • A questionnaire display from the Celebrating Age Event, gathering feedback from Contract Holders.
  • Interactive quizzes and group activities, promoting team building and learning about what customer service means to colleagues across the organization.

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