The team was awarded the TrainingMark accreditation by the Institute of Customer Service for highlighting how its colleague training programme meets national standards.
While Beyond Housing serves and supports customers in person, online and on the phone, the training team focused initially on the Brilliant Telephone Calls module, where the organisation was recognised at the highest professional level by independent assessors.
The Institute of Customer Service is the UK’s independent professional customer service body. It works with businesses, the public sector and the government to improve the treatment of clients whenever they interact with an operator.
In order to become accredited, organisations must demonstrate a robust training programme with a commitment to maintaining competence through evaluation and a pledge from colleagues and management to ongoing excellence.
Beyond Housing was called upon to illustrate in detail how its colleague training programme consistent with at least 80% of the Institute’s exacting Training Mark standards in a number of critical areas to service excellence. Key aspects included how the organisation as a whole, and its colleagues, work with customers and each other, and how the it takes responsibility for ongoing learning and development.
Jonathan Brady, Customer Service Trainer at Beyond Housing said: “The award of this professional accreditation has underlined Beyond Housing’s commitment to delivering the highest level of customer service.
“Our training programme provides an excellent foundation for our colleagues’ development, enabling them to consistently meet their ambitious service goals and objectives.
“We will continue to enhance and develop our training in all areas to ensure we are always delivering the very best for our customers.”