We’ve been awarded a distinction from the Institute of Customer Service

We're delighted to announce that we've been awarded a distinction level ServiceMark accreditation, demonstrating our commitment to delivering excellent customer service.

ServiceMark is a national independent accreditation awarded by The Institute of Customer Service. It recognises an organisation’s commitment to provide exceptional customer service and is awarded based on the results of customer satisfaction and employee engagement surveys, and an independent assessment.

We achieved a ServiceMark accreditation for the first time in 2018, retaining it again in 2021. A distinction is the highest level of accreditation, which only 25 other organisations in the country have achieved.

Delivering excellent service has always been at the heart of what we do. In our strategic plan for 2022-2025, we said that one of our strategic priorities was ‘meeting new challenges with brilliant service’. This set out our goal of continuing to improve and invest in our customer service and introduce more ways to work with our members and levy payers.

Our latest annual report, highlighted the progress we’ve been making against this goal, including achieving a 98% member satisfaction score and improving digital tools for our members.

“We’ve always made outstanding customer service a priority and keep looking for ways to make our service even better,” said Sara Protheroe, our Chief Customer Officer.

“We’re really proud to have not just retained our ServiceMark accreditation for another three years but to have gone one step further by being awarded a coveted distinction. This is a testament to the collective effort across our organisation that goes into providing such a high level of customer service.

“This year we’ve made further improvements to our service, including improving digital tools for members and running specialist grief and mental health awareness training for our contact centre employees.”