Integrated services company Carillion is today (Tuesday, Oct 25) celebrating the third anniversary of its Customer Experience Centre in Sheffield with an event to mark the re-opening of the expanded and refurbished centre.
The multiple award winning centre, in Broad Street West, has tripled its workforce over the past three years and now employs 250 people. The company aims to add a further 150 jobs by the end of 2018.
Carillion’s Customer Experience Centre is the UK’s largest Facilities Management centre, operating 24/365, providing a range of complex facilities management (FM) helpdesk, contact centre, social media and administrative support services to a range of major businesses in the financial services, retail and energy sectors as well as government bodies. The growth has come from a string of new business wins by Carillion.
This year it became the leading railway Customer Service Centre after Carillion was appointed by Arriva Rail North to provide help and advice to the travelling public. The Sheffield team has also won a crop of awards for both individual team members and the centre as a whole.
To mark the centre’s third birthday Carillion chairman Philip Green and Nigel Taylor, managing director of Carillion’s services business, will join the team for presentation of the ServiceMark accreditation from the Institute of Customer Service (ICS), the most prestigious and demanding customer service standard in the UK. Carillion is the only Facilities Management provider to hold this accolade. Because of the high scores achieved during the assessment period it was awarded the ServiceMark with Distinction, making it one of only seven UK organisations to achieve this standard.
Earlier this month the Sheffield team won the Impact on Customer Experience category at the British Institute of Facilities Management (BIFM) Awards. Individual awards have gone to Kirsten Thomas, head of customer service, named by the UK Directors’ Club as one of the “Top 400 Customer Service leaders in the UK 2016,” Dawn Creighton, head of customer care receiving the Responsible Businesses’ 2016 Business Champion Award for her outstanding commitment to responsible business in Yorkshire and Humber and Jamie McDonald, customer experience director, who received the Strategic Leadership Award at the UK Customer Satisfaction Awards in 2015.
“The success of the centre is down to the great team we have here and their skills and commitment to providing first class customer service. We have seen that rewarded this year not only with praise from our existing customers but with a crop of awards both to the centre as a whole and individuals.
“I’m incredibly proud that the team this month, during our third birthday celebrations, has received external validation and accreditation of their excellence by winning the Impact on Customer Experience category at the British Institute of Facilities Management (BIFM) Award. This demonstrated that we have market-leading technical capability and are the best support service and helpdesk team in the FM industry. The ICS’s accreditation of the CEC with ServiceMark, with scores so high we were awarded it with a distinction, was the icing on the cake, and validates us as one of the top ten Customer service team in the UK, across every industry sector, across every media channel. It’s an unbeatable combination, and I couldn’t be more proud of my team.”