Fold achieves the Customer Service Excellence Award

This is official recognition that Fold fully values its customers and involves them in decision making, policy formulation and consultation whilst ensuring staff fully endorse and practice customer focus.

Following over a year’s preparation by the CSE cross directorate team Fold have been successful in gaining CSE accreditation. CSE is the modern replacement of Charter Mark but is a much more complex and challenging submission. It is the first such organisational award involving evidence gathering across all Fold’s services for each of the 57 elements of customer service. Recognition must be given to the CSE team which has achieved this award in addition to their everyday work and indeed work colleagues who assisted them.

The award submission culminated in an visit by the CSE assessor. The assessor was clearly impressed by the level of commitment, professionalism and expertise of Fold staff as he visited a range of schemes and departments. He stated that whilst he had only seen a fraction of what Fold provides that if the rest of our staff were as committed as  those he had met then Fold was indeed a very fortunate organisation. The assessor said that such staff attributes clearly benefited our customers. He further advised that the successful completion of the award was particularly creditable given the size, complexity and diversity of Fold.
 

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