Viridian Housing Customer Services
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The Standard is a prestigious mark of excellence awarded to organisations that demonstrate a high standard of all-round business performance. The standard provides a proven framework for achieving continuous improvement and covers all key business areas including leadership, people and customer results.
Roy Morgan, Head of Customer Services at Viridian, said: “We are thrilled to have been honoured with the Investors in Excellence Standard. Viridian is now among some of the leading brands, which have received this certification for customer service, ranging from PricewaterhouseCoopers, BMW, e-on to Experian.This is a key milestone for Viridian and differentiates our customer services from other housing associations in our sector. We have a real passion for excellence and are continuously striving to improve our customers’ experience.”
On average, the Customer Services team answers 500 to 600 calls daily and in the last year, 81% of these calls were answered within five rings. In addition, a total of 76% of calls received by Customers Services Advisors were resolved at first point of contact.
Ian Nield, Chief Executive of IiE, said: “Obtaining the Investors in Excellence Standard is a fantastic achievement for any organisation. Those that are recognised have shown themselves to be truly committed to continuous improvement and excellent performance.”
As standard IiE practice, in two years, the Customer Services team will be re-assessed against the Standard to ensure that there has been continuous improvement and achievement.
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