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Serco wins customer service awards

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Published: 19 May 2014

Ten individual short-listed nominations and three "podium" finishes were the highlights of a strong showing by Serco at the CCMA (Call Centre Management Association) awards ceremony on 15 May 2014.

Two of the company's top performers on the night were from its Bolton-based Child Maintenance Group (CMG) contract for the Department for Work and Pensions (DWP), which supports parents and children of separated families.

Business Improvement Manager Michelle Cheeseman won a silver award for her ground-breaking work on setting up and running the contract's Change and Innovation unit. To date, Michelle's team has delivered more than 75 projects that have radically improved customer experience and process efficiency resulting in significant cost savings. "Of course I'm pleased with the recognition, but being part of a team that gives people help when they need it most is the real award," she says.

Her colleague, Customer Experience Champion Fabrice Klein, won a bronze award for his essential work on enhancing the overall quality of service and experience for the customers. According to Fabrice: "I see the awards with our names on them as recognising every member of the team - everybody contributes to ensuring that our customers get the financial support they need to care for their children."

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Serco's third winner on the night was Julia Ashman, Head of Process Assurance and Quality, who is the guiding light behind the development and delivery of the new Serco Quality Framework. This far-reaching programme, which places the customer at the very heart of service delivery, is on the verge of implementation across six of the company's retail operations following a highly successful pilot at Serco's Cardiff Contact Centre, which exceeded all expectations. Commenting on her bronze award in the National Quality Manager of the Year category, Julia says: "We've consulted extensively with Advisers and Team Leaders at every step of the way and have taken every opportunity to apply customer insight in developing a framework that's easy to use, motivational and progressive."

According to Serco's Head of External Communications Diana Robertson: "The sheer number of our people who made the CCMA shortlists across many categories is real evidence of the strength in depth that we're building across all aspects of our contact centre business. This was tangible evidence in a very public arena that Serco's offering is as strong as anybody's, and I'm immensely proud of this world-class performance."

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