JSA Receives Further Accreditation
As a leading provider of specialist accountancy, payroll and employment services to contractors and freelancers, JSA Services is pleased to announce that last month, it successfully renewed its Customer Service Excellence Accreditation for another year.
The Customer Service Excellence (CSE) Accreditation was originally developed to offer companies a practical tool for driving customer-focused change within their organisation. This was in response to a Government drive for services for all that are efficient, effective, excellent, equitable and empowering, with the customer always at the heart of service provision.
The foundation of this tool is the CSE Standard, which tests in depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
The CSE Standard is made up of 5 criteria with 57 elements in total. The assessment is carried out via a desktop review by an authorised assessor, followed by an on-site visit lasting up to three days. As well as viewing documentation, and carrying out observations, the assessor speaks to customers, staff and partners to review the company's attitudes and working practices, along with details of their customer focussed initiatives and performance.
Kwasi Missah, COO at JSA Services, said: “At JSA we pride ourselves on keeping the customer at the heart of everything we do, as part of our ongoing strategy to deliver a first class customer experience. We aim to stand out from the crowd and, therefore, it is vital that we invest in our customer service whilst continuing to strive towards continuous improvement.
The culture at JSA is a very positive one, with strong leadership encouraging personal development for all of our staff. Our staff are polite, friendly and professional and, as individuals, feel valued. We believe this is key in motivating them to deliver excellent customer service and empowers them to go the extra mile.”
Natalie Long, Customer Services Manager at JSA, said: “The feedback we received from our customers, staff and partners was a key part in JSA being awarded the accreditation for another year. We were also asked to demonstrate that we had taken on feedback from the previous year’s assessment and implemented positive change to enhance our customers’ experience.
Feedback from customers who were interviewed, including contractors with Synarbor, Engage and Hays, revealed that many had been with other organisations similar to JSA, but that the customer service they had experienced with JSA was outstanding.”
In particular, a number of JSA staff members were singled out for thanks by JSA’s management team for taking part in the interviews, with the CSE assessor noting that their care for the customers really stood out. In addition, the assessor acknowledged that, as well as being eager to learn about different areas of the business, these staff members demonstrated a willingness to help each other to strengthen their own skills, which would, most importantly, benefit the customer.
Staff had also submitted excellent ideas to improve system/processes and the assessor commented that the culture at JSA was something about which the whole company should feel proud.
JSA’s aim for next year will be to strive towards a grading of & lsquo;compliance plus’, which is where the company can prove it excels as a business. The company is striving not just to be excellent at what it does, but to go above and beyond the framework and high standards it has already been set.