- Written by Georgina McKenna - Head of Service Delivery
- Connect with George on LinkedIn
We’re absolutely delighted to be awarded the ServiceMark Distinction grade this year. This marks our third consecutive successful accreditation with the Institute of Customer Service (ICS). Our Head of Service Delivery, Georgina McKenna share’s some of the assessor’s observations that helped us to achieve this, each of them showcase our solid commitment to delivering exceptional customer experience.
As a business we undertook the assessment stage in February, this involved our customer base being independently surveyed as well as our staff as well as an audit of all the activities we undertake internally. Here’s some of the highlights:
The Institute of Customer Service assessor noted a clear dedication to outstanding customer service across all levels of our organisation. From leadership to frontline staff, there is a consistent customer-first mindset, proactive problem-solving, effective communication, and a genuine passion for exceeding expectations. Processes are streamlined, feedback is actively sought and implemented, and a culture of continuous improvement is evident at every level.
Vision, Mission, and Core Values
Our company’s Vision and Mission Statements encapsulate our dedication to our clients. The assessor observed that our values influence every aspect of our operations, from recruitment and training to reward and recognition initiatives.
Customer-Centric Processes and Feedback Mechanisms
Our clearly defined standards, centred around customer experience, scored highly. We regularly measure customer perceptions through surveys and observations, openly communicate service performance results, and utilise this data to identify areas for improvement. Clear performance targets are monitored internally, and service level agreements are tailored to each contract, ensuring customer expectations are set and reviewed in line with feedback.
Employee Development and Support
Our commitment to employee development was also commended. We prioritise service competencies during recruitment, provide comprehensive inductions, and emphasise service standards in training. Opportunities for employee growth are abundant, with mentorship programs, career progression paths, and support for external qualifications. The assessor noted that this focus not only helps individuals reach their potential but also fosters a motivated and engaged workforce.
Inclusive Culture and Recognition
A strong sense of togetherness among employees reflects the supportive and inclusive culture we have created at Opus. Competitive compensation packages, a variety of benefits, and regular celebrations of successes contribute to a positive work environment. The assessor also appreciated our cultural initiatives, such as the Opus Culture Club and department-organised social events, which further enhance team collaboration.
Continuous Improvement and Open Communication
Our focus on continuous improvement and open communication was recognised. Employees are empowered to challenge processes that do not achieve the desired outcomes and are encouraged to propose improvement ideas. Managers welcome suggestions, fostering an inclusive and empowered culture where innovation thrives.
Customer Experience
The assessor praised our strong customer ethos, noting that employees genuinely care about customer needs and consistently deliver on our promises. Empathy and accountability are evident, with a proactive approach to problem-solving and a commitment to building lasting relationships with peers, customers, and strategic partners.
To conclude, the Institute of Customer Service’s feedback affirms that our collective efforts have cultivated a culture of excellence, benefiting both our customers and our employees. Being awarded the ServiceMark Distinction grade inspires us to continue striving for the highest standards in customer service. I look forward to what we can achieve moving forward.
Some of our current clients
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