Customer service policy V1:

Transcription

1 Radian Customer service policy Version: 1 Date Approved: 30 th June Statement of intent 1.1 Customer Service is at the heart of everything we do. How we deliver our services can make a tangible difference to the well being, happiness, health and economic success of our customers, our staff and the success of our business. 1.2 This dynamic policy is designed to recognise constantly evolving customer needs and expectations. We know that we must continuously improve services if we are to be leaders in our field and achieve excellence in the services we provide. 1.3 Our promise is to deliver exceptional service without exception. 2. Definitions 3. Policy Our people 3.1 We will recruit the right people. It is critical that our people have the right attitude towards customer service. Hire for attitude, train for skill. 3.2 We will continue to employ excellent people in our Customer Service team with a development plan for them to move into other teams through an internal recruitment process. This results in colleagues with an ingrained customer service culture embedded into the organisation. 3.3 We commit to providing the most effective and appropriate training to all colleagues relevant to their roles which will include customer service training. Our values are to treat the customer like you would treat yourself and offer a service suitable to peoples needs. 3.4 We promise to lead from the top with all senior managers being committed to ensuring excellent customer service is provided. We will ensure that colleagues have the tools that they need to do an excellent job. 3.5 Our people will put themselves in our customers shoes, gather all information, consider all options and ensure that the most appropriate and helpful answer is provided. Our customers 3.6 We will listen to our customers and colleagues and take on board feedback in order to improve services and meet customer needs. We will look at our processes from both a customer and colleague point of view and ensure that it meets the needs of both. Head of Customer Services 1 Review: April 2018

2 3.7 We promise to review all feedback, as well as analysing our data from general contacts to find themes where services should be reviewed. 3.8 We promise to put things right when customers complain and to learn lessons from complaints to address underlying causes. We will also celebrate compliments from customers and learn from things that go well. Understanding our customers 3.9 We want to understand our customers better and we aim to hold customer information that is appropriate to the services we provide in order to be able to tailor services. We will not hold information that the customer does not want us to know or information that will not be used to improve or better target services. Digital services 3.10 We believe that digital services are the future and are passionate about enabling our residents to access services in the way that suits them best. For some people this will be digitally. Our aim is that our online services are so good that they become the contact method of choice for our customers Our focus for the next four years is based on the following areas: Develop online services and social media in conjunction with our teams and customers to meet their needs Investigate cost-effective ways to provide or enable access to broadband/wifi for our customers Establish cost-effective ways to train customers in the effective use of online services Digital services key drivers and benefits 3.12 Improve our web site to enable easier access to required services to provide customers with 24/7 services and reduce our transaction costs Welfare reform will dictate online only access to customers and therefore we must help customers get online for them to be able to claim and to ensure that rent is paid Enabling customers to use online services to improve their lives by finding jobs, using price comparison sites to reduce bills, reducing social exclusion, improve education etc. Digital services current offering and plans 3.15 Customers are able to contact Radian Direct by phone, in person, letter, text, web pages, , facebook, twitter and web chat Radian s website holds a huge amount of information but can be difficult to find the right page. Repairs, complaints, ASB and feedback can be reported online and is currently a form ed through to Radian Direct to be processed A new small team within Radian Direct has been set up to streamline digital services. The aim is to develop services in conjunction with staff and customers and to keep up to date with new technologies. Head of Customer Services 2 Review: April 2018

3 Digital services Inclusion 3.18 We are committed to investigating options to provide broadband, equipment and training to customers in order to enable customers to have access to digital services over the next four years Longwood Park is currently piloting a broadband project where Wimax has been provided to establish any change in behaviour in customers with regard to paying rent, saving money, getting jobs etc. This is a two year project with regular reviews Radian is continuously looking at training options to enable residents to become comfortable with digital services and provide them with the knowledge to benefit from online services. Use technology effectively 3.21 Radian are implementing a new Customer Relationship Management (CRM) system which will allow the streamlining and improvement of many services. The Microsoft Dynamics CRM system is designed to hold all customer information in one place. The system is flexible and will allow us to amend procedures to be more effective, to capture data and use it easily, to follow up contacts and have much better case management. The CRM system will allow Radian to move forward in the future and develop services in a professional manner This is a three year project with phase 1 being implemented at the end of Quality and satisfaction 3.23 Our aim is to maintain a high level of customer satisfaction measured by STAR, satisfaction surveys and benchmarking We commit to ensuring the quality of our customer service by carrying out quality monitoring of customer interactions by telephone, letter and digital contact. We also plan to track enquiries to ensure customers are responded to in a timely and suitable manner. Development 3.25 Areas for further development during the life of this policy include: Improving induction and continuous customer service programmes focusing on empathy and putting ourselves in the customers shoes. Enabling our colleagues to work effectively via mobile working Involvement of the Radian Residents Council in developing our digital services offer including web site development Improving profiling including identifying what data should be captured and how it will be used effectively Better targeting of services such as maximising internet access in areas of high rent arrears Increased follow up of enquiries to ensure they have been actioned to the customers satisfaction Development of My Radian to enable customers to chose personal options for engagement, local events and news, make repair appointments, log and track enquiries, links to relevant information. Head of Customer Services 3 Review: April 2018

4 Research Training for residents on effective use of digital services Embedding of both customer service and a digital service culture in Radian teams and in Radian policies and procedures 3.26 Areas for research include: Targets Assessing ways to provide customers with access to broadband: o PC s or kiosks in communal sites and offices o Viability of installing broadband on estates or in schemes o Accessing grants or digital funding o Consider provision of wifi in new homes Options for assisting customers with access to digital equipment: o Investigate low cost reconditioned PC s or laptops o Consider a loan scheme for tablets or laptops o Test Rascals a USB style HDMI stick that turns TV s into tablets Investigating training options to encourage customers to use online services: o Look at partnership options such as Digital Unite, Online centres o Consider setting up a digital champion programme where customers support each other o Use data we capture to target customers who will need digital training in order to claim benefits 3.27 Targets for the policy are: Top Quartile performance for Customer Satisfaction 95% of enquiries resolved within the due date Quality of service 90% (measured by contact quality monitoring) 5000 My Radian customers A 25% increase in digital contact via , webchat and social media A 20% increase in transactional services completed on website Capture numbers of online training carried out with customers An increase in the proportion of general needs customers with an address (to 90%) 4. Legal and regulatory framework 5. Links to other policies Equality and diversity policy 6. Related procedures 7. Responsible officer Ralph Facey - Director of Housing and Customer Services Head of Customer Services 4 Review: April 2018

5 8. Review Details Approved by HASC, 30 th June 2014 Review cycle 4-yearly (in line with Corporate Plan) Date of next review April Associated documents 10. Appendices Head of Customer Services 5 Review: April 2018