Excellence in Customer Service
The Excellence in Customer Service Award recognises excellence from any FM organisation and or/their teams.
WINNER: Edge Hill University, Facilities Management; Welcome Sunday
The enthusiasm, professionalism and team passion for delivering the highest quality of customer service and ensuring excellence is at the heart of 'Welcome Sunday' at Edge Hill. The team continually look for ways they can enhance their customers experiences.
The initiative is about the annual 'Welcome Sunday' day for University Fresher’s who are moving into the campus, managed by the FM team. The initiative is the 'first time' a student comes into contact with university life. Making the day 'smooth' for the student is essential for them, and their parents, feel comfortable and secure.
The annual event has a 5 month planning period, starting in April each year. Students from the previous year are interviewed to hear first-hand feedback on how the event went the previous year.
The initiative is centred around 3 key areas: residential accommodation prep, event planning and events operations on the day. In terms of investment, it is mainly people’s time that is invested, most of who are volunteers. The initiative is an important part of the induction programme into University life. It therefore could be implemented across other, campus based, environments.
HIGHLY COMMENDED: Cofely & Salford Royal NHS Foundation Trust; Cofely Security Team at Salford Royal NHS Foundation Trust
The judging panel felt Cofely & Salford Royal NHS Foundation should be recognised as ’Highly Commended’ because they specifically recognised the need (staff safety under threat) and for fit with business strategy (safety being one of the cornerstones of the hospital).
The implementation of the initiative has seen the care quality commission
ratings improve. This has been achieved through improved customer service. Incidents of violence and aggression across the Hospital site have been significantly reduced. This has been achieved through the re-training of staff which has improved the customer experience. The initiative could easily be implemented across similar working environments.
> 2013: Chiswick Park: Enjoy Work
> 2012: Amey: Proactive Catering at Braidburn School
> 2011: Carillion Facilities Management: CFM Innovation
> 2010: MITIE: VisionIT PRM System
> 2009: Kajima Community: Haverstock School