Institute of Customer Service forum hosted by Tameside Metropolitan Borough Council

Other ICS member organisations recently took the opportunity to hear more about Tamesides unprecedented year of success at a customer service forum hosted by the ICS Founder Council Member.

Delegates learned about the councils strong financial management, record levels of investment, soaring levels of customer satisfaction and an Audit Commission Comprehensive Performance Assessment (CPA) rating of four stars and improving strongly.

Chief executive Janet Callender provided an insight of the council s influential leadership by engagement strategy. She said the shift in leadership style, focusing on people rather than systems, had been pivotal to Tamesides improved service performance and achievements overall.

Comparing previous styles with developing leadership qualities, Janet emphasised that all employees have the ability to be leaders but need the freedom and ability to voice ideas, develop on the job and be involved with decision-making.

The developing leadership styles reflect the changed emphasis. Previously leadership was considered to be about controlling people, directing with rules and regulations, demanding compliance, focusing on numbers and tasks, and changing by necessity and crisis.

Now the emphasis is on letting people get on with their jobs, guiding with shared values, gaining commitment, focusing on quality, service and customers, team working, respecting others and continuously learning.

The Tameside culture is one where change is embraced, creativity and innovation are both commonplace and diversity is valued. Delegates heard about the 60-second challenge to value people, the red/amber/green scoring for innovation and creativity and the Odd Couple approach to value diversity of views and thinking.

Neighbourhood and Community Services executive director Erika Wenzel described how the Customer First programme is leading to sustainable change. Residents opinion surveys, rising public expectations, e-government and budget pressures have been key drivers.

Consultation with residents on channels of choice and services needed have led to the new model for working through the customer service centre contact centres and the internet.

ICS Professional Awards are viewed as a major catalyst for change by employees at all levels. Customer satisfaction levels are high, compliments now exceed complaints in some areas and the awards roll-out to all parts of the council is built into a four-year plan.

Tameside award practitioners and coaches facilitated delegate discussions on the positive impact of the awards, the improvements already seen and how learning is shared. They also gave hints and tips to benefit others starting out on the awards.

Visit: www.instituteofcustomerservice.com for further information.