East Riding of Yorkshire Council and Transform Sandwell are two of the first organisations to successfully achieve ServiceMark, our customer service accreditation scheme |
Lyreco is a worldwide supplier of office stationery and supplies. The company employs almost 2,000 staff in the UK and Ireland with offices in Airdrie in Scotland, Dublin and a head office in Telford, Shropshire. They've extended their membership for four years. |
Shirley is corporate customer services manager with Hampshire County Council and a Companion Member of the Institute. |
ICS membership is part of a major transformation programme underway at Birmingham City Council |
The availability of a nationally recognised qualification has increased the perceived value of our service roles |
Lincolnshire County Council is working closely with ICS to raise performance standards across all services provided to local communities. Offering staff the opportunity to achieve ICS Professional Awards is just one way the authority is deriving benefit from its partnership with ICS and other Member organisations. |
Medical insurance is a demanding business. Customers expect - and deserve - the very best service. Here, Sue Bancroft, AXA PPP Healthcare’s Head of Quality and Performance, explains the importance of ICS Membership in helping employees achieve their own, and, ultimately, the company’s goals. |
Classified recently by the Audit Commission performance assessment (CPA) as a four-star authority that is ‘improving well’, Nottinghamshire County Council is working closely with ICS to further raise service performance across the organisation. Providing up to 500 staff with an opportunity to achieve ICS Professional Awards over the next three years is just one way the Corporate Member is maximising its partnership with ICS and other Member organisations. |
Two organisations show how they derive advantage from ICS membership benefits, including networking, research, publications, conferences, Customer Service Forums and other activities. |
Barclays Personal Investment Management was the first business within the Barclays Group, a Founder Council Member, to achieve ICS Approved Centre status giving BPIM greater autonomy in using the Awards. |
Most companies can describe disappointments as well as successes in their ongoing quest to improve customer service. This is the story of a disappointing start that has been revisited and turned round to become a success. |