When North Lincolnshire Housing Services received a second 'poor' assessment from the Audit Commission, their response was to develop a Recovery and Continuous Improvement Plan, which included an investment in developing the customer service skills of their people. We worked with a Project Team including managers, tenant representatives and union officers to agree a Skills and Knowledge Framework, which covered all Housing Services jobs and identified the skills, knowledge and behaviour required to deliver effective customer service. This Framework provided the basis for a programme of customer service skills training, and also a range of supporting tools - such as a new performance management process which monitored individual performance against the Framework.
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