Customer Service Manual - Section 1 : Introduction

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Introduction

Introduction

As the role of customer service within the Valuation Office Agency (VOA) continues to take on a greater profile, the demand for a central source of customer service information has increased. The Manual provides comprehensive information and advice on all areas of work within the remit of the customer service network, including the Customer Service Excellence (Formerly Charter Mark) assessment process and working with Billing Authorities. The Manual includes a section on the additional services we provide to assist in our every day interaction with our customers, for example, those who do not speak English or who have disabilities.

It is important to remember that customer service is not just about dealing with complaints, but about improving the level of service we all provide to all of our customers, in order to satisfy them and prevent complaints in the first place. The Manual, therefore, importantly outlines the standards of service we aim to achieve and these are the measures of the Agency’s performance as a whole. The other standards we aim to achieve are set out in our Charters, which are available in a variety of different formats, including large print, Braille and on audiotape. The Charters are produced bi-lingually in Wales, and we can also supply them in other languages, on request.

Although this manual provides a full point of reference, remember that your Customer Service Manager, based in the Group, should be consulted on customer service issues and individual cases. In addition, the Customer Service Team at Chief Executive Office (CEO) provide support and guidance to the Group Customer Service Managers (GCSMs) and the rest of the network.

The manual has been split into various subject headings that can be accessed by hyperlink from the contents page. At the relevant section you will find further links via sub-headings to take you directly to the part in which you are interested. There are also hyperlinks within the text that link to associated subjects within the manual and also to related documents on the Intranet; by using these and the ‘back ‘ button you should be able to navigate to the information you want and back again without getting lost.

If you have any suggestions for information you would like included in the manual, please contact any member of the Customer Service Team by telephone on 03000 500 421 or by email to the team Inbox, ‘Customer Services’.

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