REC achieves accreditation for excellent customer service
The Recruitment & Employment Confederation (REC) is now the second professional body in the UK recognised by the Institute of Customer Service (The Institute) with ‘ServiceMark’ accreditation. ServiceMark recognises achievement in delivering exceptional customer service.
The assessment last month identified the REC’s strengths as its supportive culture and customer-focused attitude, noting the rigour with which it measures customer satisfaction. Feedback from the national standard ServiceMark praises the REC’s mantra ‘Respect Every Customer’ and members’ day, during which all REC staff put their day-to-day work on hold to phone as many members as possible.
The REC demonstrates a high level of customer service according to The Institute, scoring 79.8 in its member survey, which looks at customer satisfaction. The minimum score to achieve ServiceMark is 70. The REC also shows high employee engagement, scoring above the benchmark in a staff engagement survey.
Currently 114 organisations across the UK are ServiceMark accredited, including The Chartered Institute of Management Accountants, Which? Member Services, EDF Energy and Holland & Barrett.
REC chief executive, Kevin Green, said, “Achieving ServiceMark is a real accomplishment for the REC, showing that our members are at the heart of everything we do. This external recognition of excellent customer service proves that we are committed to providing our members with a great experience every time.
“Our 3,500 members demand a lot from us as their professional body. Last year we supported 2,000 students to sit exams, took 42,000 customer queries, had 15,300 queries to our legal helpline, and got over 2 million unique visitors to our website.
“Great customer service starts with creating a strong culture and positive working environment where our staff live our values every day. We’re proud that our people are focusing on meeting our members’ needs and expectations.
“Although it’s great to be awarded ServiceMark, we will continue to strive to keep developing as an organisation to benefit our members.”
The Institute of Customer Service chief executive, Jo Causon, commented, “We are delighted that the REC is part of a growing band of organisations who understand that providing superior customer service can positively affect the bottom line.
“Achieving ServiceMark is a sign that the REC is putting customer service at the centre of its member strategy and is determined to constantly evolve plans for service improvement.”
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