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Tresham Awarded for Excellent Customer Service


Customer Service Excellence

Tresham College of Further and Higher Education has retained the prestigious Customer Service Excellence Award, following a re-assessment in November 2013.  The submission for the award was coordinated by Fiona Phillip, Director of Customer Services and it involved a thorough review of the college’s services from an individual’s initial enquiry about possible courses through to final assessments and overall learner experience.

Staff at the College achieved the overall Compliant grade in all five areas of the inspection. The assessor praised the college for going to great lengths to ensure learners are treated fairly and that the college’s Talkback procedure provides a comprehensive platform in which people can complain and comment on the services the college provides. They also noted the excellent links with the community through the 14-16 provision, Evolve partnership work and the Prince’s Trust provision.

The award is nationally recognised and is awarded by the Cabinet Office. Public sector organisations such as hospitals and universities have used the award to improve the quality of customer service that they offer to their client groups. A rigorous testing process was applied to the College to ensure that it follows the standard and included interviews with customers and staff. This was supplemented with an extensive process to examine the processes employed by the College to meet the needs of learners. Attention was focussed on customer insight, culture of the organisation, information and access, delivery, timeliness and quality of service.

The College is determined to use the award as a basis for continually improving the level of customer service offered to learners and other client groups.

Fiona Phillip, Tresham’s Director of Customer Services said:

“We are delighted to have been accredited with this award as recognition for the importance the college puts on the learner journey and to ensure all of our learners and partners receive the best possible experience they can as they liaise with the various departments within the college.”

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