Customer services receive coveted national accreditation

Hardworking staff in Oxfordshire County Council’s customer services team have been recognised for their dedication with a prestigious award.  

The nationally renowned Customer Contact Association (CCA) global accreditation acknowledges the council’s commitment to continuously improving customer experience and certifies that the team meets established standards.

During the assessment, the team also received positive feedback for colleague engagement, personal development and wellbeing.

Councillor Glynis Phillips, Oxfordshire County Council’s Cabinet Member for Consumer Services, said: “Accreditation is a tremendous achievement for our brilliant customer services team. It's the first time our team have attained this, which recognises our commitment as an organisation to continuous improvement in our customer experience. Well done to everyone involved.”

The customer services team work Monday to Friday from 8.30am to 5pm, dealing with enquiries from members of the public through telephone, email, web chat and face to face.

The team numbers over 100 in size and deals with nearly 30,000 county council-related enquiries each month. These range from complex social care needs to dealing with applications and payments for services such as blue badges and parking permits

The team also deals with general enquiries, complaints and freedom of information requests. It includes a continuous improvement team focused on inducting new staff, capacity planning, training, recruitment and team performance.

The CCA is a national organisation for customer service and customer experience teams. Global accreditation offers an independent review and benchmark of business disciplines including strategy, policy, the voice of the customer, risk management, performance and more. Find out more by visiting to the CCA’s website.

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