Capita’s service centre achieves Customer Service Excellence standard

Congratulations to our Southampton shared service centre which has again successfully achieved re-accreditation to the Customer Service Excellence (CSE) standard - previously known as the Charter Mark.

An independent assessor from the CSE reviewed key parts of our operational delivery, including customer journeys and customer service excellence, assessing activities at the front line and understanding future strategy.

The CSE accreditation is a nationally recognised standard of excellence and achievement.

The services that we provide from the shared service centre include handling approximately 250,000 calls every year for the Houses of Parliament. We are also responsible for handling customer service and out of hours enquiries for Southampton City Council, London Borough of Southwark, London Borough of Lambeth, London Borough of Bexley as well as a multitude of smaller district and borough councils.

Our CSE accreditation has been held since 2012, and with a continuous drive towards improvement, we are committed to maintaining this in the future.

Paul Abraham, director of customer and digital services, said:

 “This centre provides many vital services to a number of different councils throughout the country. To be accredited yet again is testimony to the hard work of staff in providing an excellent service for all of our customers.”