Oxfordshire MP launches Banbury based customer service centre
Published by Anonymous for Sanctuary Housing Association in Housing and also in Care and Support, Communities
Janni Barrett, customer services advisor, and Sir Tony Baldry MP listen into a live call from a resident
Sir Tony had the opportunity to hear first-hand residents’ experiences of using the centre when he listened into a live call and took a tour of the building, which currently employs 145 people from the local area.
The Shared Service Centre offers a convenient one-stop shop to around 65,000 residents, over 5,000 of these are based in the Cherwell district.
Customer advisors manage 40,000 inbound calls and 8,000 emails per month, and answer queries on a variety of topics including tenancy support, welfare advice, anti-social behaviour and how to become a Sanctuary resident. Customer feedback satisfaction levels are currently above 94 per cent.
Sir Tony Baldry MP said: “The rapid growth and expansion of the Shared Service Centre provides a large number of employment opportunities for the area of Banbury, as well as an excellent service nationally to Sanctuary residents.
“It was very enjoyable to meet staff at the event, to see the busy contact centre in action, and help to celebrate their official launch.”
A training and coaching programme focuses on the quality of customer service and supports continuous improvement and investment in staff. Recruiting and training good employees is critical to the success of the centre.
Sanctuary Housing Services managing director, Simon Clark, added: “The customer advisors at the Shared Service Centre handle a vast number of customer queries. This has resulted in front line housing teams spending more time in their local areas, dealing with issues as they arise.
“We are dedicated to providing an excellent service to customers and were very pleased the launch could take place during National Customer Service Week.”
The Shared Service Centre is open 8am to 8pm Monday to Friday and 9am to 1pm on Saturdays and can deal with any Sanctuary Housing enquiry.