It would appear the page hasn't loaded correctly. Please Reload With 'CTRL + F5'.

LGSS Pensions retains customer service excellence accreditation - LGSS

LGSS Pensions retains customer service excellence accreditation

LGSS Pensions has retained its independent Customer Service Excellence accreditation for the third year running.

The government-awarded standard recognises an organisation’s commitment to customer-focused improvements and assesses areas that the government considers a priority for customers.

Measured against five qualifying criteria, with a particular focus on service delivery, timeliness, quality of information, professionalism and staff attitude; the accreditation is awarded to an organisation for three years subject to successful annual reviews.

In addition to gaining full compliance across all 57 assessment categories, LGSS Pensions achieved the higher ‘Compliant Plus’ rating in four of them for:

  • Monitoring and meeting standards, key departmental and performance targets, and telling customers about performance.
  • Meeting current standards for timeliness and quality of customer service and publicising performance against these standards.
  • Making positive changes to services as a result of analysing customer experience to improve how customers interact with the service.
  • Demonstrating how insight from customer-facing teams is used to improve internal processes and policies.

LGSS is committed to improving the experience of customers using its services, and the Pensions service has embedded the principles of this standard into the way it provides services.

Efficiencies have been gained by reviewing how customers access services, changing processes based on customer feedback and sharing specialist knowledge among the team.

A strong customer focus in staff appraisals and giving individuals the opportunity to make suggestions for improvement further demonstrated commitment to embedding the principles of the standard.

Mark Whitby, LGSS Head of Pensions, said: “We have always been committed to providing high-quality services to all pension scheme members, staff and other stakeholders, and this independent assessment recognises this achievement.”

More information about the Customer Service Excellence standard is available on the Customer Service Excellence website.