Estates Customer Service Excellence award

National recognition for Estates Customer Services Centre

The work of our Estates Customer Services Centre has received national recognition.

The Centre, created in June 2018, has been awarded Customer Service Excellence accreditation on its first application.

The award comes just over a year since the Centre was created – in June 2018 – to raise awareness of the work of our Estates Department and act as a contact point for all enquiries.

The accreditation process included a day of pre-assessment in which Head of Customer Services & Engagement, Sarah Cooke and her four-strong team were measured across 57 different criteria.

The actual accreditation took place on 6 June 2019 and included an interview with Deputy Director of Estates Helen Ellis, customers across schools and departments and both internal and external partners.

Sarah Cooke said: ‘We’re really pleased we got the accreditation – and in some areas we were not just compliant but marked as “above and beyond”. We’re all really proud of the achievement – it’s recognition for how hard my team has worked and how good they are with the customers.’

The accreditation by M Assessment Services will last for three years and is monitored by a rolling programme of continuous improvement.

You can find out more about the work of Estates Customer Services Centre on the Estates webpages.

To contact the team, email or telephone ext 16666/01227 816666.

Picture shows (from left): Angela Durling, Becky Medlock, Sarah Cooke, Helen Ellis, Emily Mashford and Beverley Braiden.