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Housing association wins contact centre of the year award

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Housing association wins contact centre of the year award


Published by M Parker for Home Group in Housing and also in Communities

A housing provider has won a prestigious award for its state of the art customer service centre.


Home Group has been awarded the Contact Centre of the Year award at the North East Contact Centre Awards. The awards seek out top employers who deliver outstanding customer experience and community engagement.


Judges heard how Home Group’s recruitment events, publicity campaigns, apprenticeship scheme and award-winning induction programme have led to its customer service centre becoming an established ‘employer of choice’.


Jean Scarth, 59, is a Home Group customer and the customer service centre’s first apprentice, and met the judges when they visited Home Group. Jean said: “I’d been caring for my husband for a few years before he died so hadn’t been working, and when I realised that Home Group’s apprenticeships weren’t just for young people I applied and got the role. It’s opened up so many new opportunities for me. I’ve worked here for almost 10 months now and the people are very kind and supportive, they’ve really helped to build up my confidence. I’d rung the customer service centre before working here to get my repairs done, so I’m able to relate to other customers and I really enjoy speaking to them and helping them out. I’d love to get a full time job here when I finish my apprenticeship.”


Home Group’s contribution to the wider community was also recognised, with staff at the customer service centre dedicating on average 227 hours per month of their own time undertaking volunteering and fundraising activities to help support their local communities. Activities such as ‘life swap’ sessions with customers and clients, which enable customers and clients to help shape the direction of Home Group’s services, also help the organisation deliver outstanding customer experience and achieve 96% caller satisfaction. 


Home Group chief executive Mark Henderson said: “I’m delighted that our customer service centre team has won this award. When we opened the centre in 2011 we recruited people with a real passion for helping people and without them we couldn’t deliver such brilliant service to our clients and customers. It’s fantastic to see colleagues rewarded for their hard work and dedication.” 


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