Delivering an excellent customer experience

Council staff working in Health and Wellbeing services recently received an ongoing accreditation for the National Customer Service Excellence Award.

The assessment for the award took place at East Riding of Yorkshire Council over two days this June.

Customer Service Excellence (CSE) who assessed the team was impressed with the staff’s understanding of individual customer’s needs with positive outcomes for many customers shaping their overall experience.

The development of the new Customer Charter for Health and Wellbeing Facilities, which outlines customer service quality and timelines, also led to further praise from the CSE.

The service has Full Compliance in all elements of the standard, which is a notable achievement, and an impressive total of seventeen Compliance Plus elements.

An outstanding and leading-edge aspect of the Service’s work is the innovative and award-winning healthy lifestyle programme which is delivered in partnership with the NHS. This work also received acclaim at the 2024 APSE service awards, where the team won the ‘Best service team’ award for Sports, Leisure and Cultural Service.

Gill Davison, health and wellbeing strategic manager at East Riding of Yorkshire Council said: ‘’As a team we are incredibly proud of this achievement and beyond pleased to be recognised by a national standard for customer service excellence.

‘’We will continue to build on this ongoing accreditation, strengthening our person-centred approach and maintaining our high standards through our inclusive and collaborative services.’’

Councillor Nick Coultish, cabinet member for culture, leisure and tourism at East Riding of Yorkshire Council said: "This outstanding recognition is a testament to the dedication, professionalism, and compassion of our Health and Wellbeing staff.

‘’Achieving full compliance and an impressive seventeen Compliance Plus elements in the Customer Service Excellence Award reflects our unwavering commitment to putting people at the heart of everything we do.

‘’I’m especially proud of the innovative work being done in partnership with the NHS, which continues to set a national benchmark for excellence. Congratulations to the entire team for this well-deserved achievement."

To find explore leisure at East Riding of Yorkshire Council, visit: Home - East Riding Leisure Centres

To learn more about the Customer Service Excellence Standard, visit: Home - Customer Service Excellence