Recognition for Continued Commitment to Customer Service

Mole Valley District Council continues to deliver on its commitment to put the needs of customers first, with two more services having now successfully achieved Customer Service Excellence accreditation.

Mole Valley District Council (MVDC) began its Customer Care programme in 2016, with the ambition of improving standards of customer care across the organisation. With six front-line MVDC services having already achieved a "deep understanding of, and commitment to, Customer Service Excellence", Dorking Halls and Parking services have now joined them in meeting, and in some areas exceeding, the required standard.

The two most recent services to complete the comprehensive assessment met each of the required 57 levels of criteria, in addition, to 18 areas of good practice and four areas of 'Compliance Plus' being identified. Dorking Halls was commended for the staff's commitment to putting the customer at the heart of its service, the interaction with the wider community and customer-focused service delivery. Parking's co-ordinated working relationship with other services and partners, which includes how the service exceeds customer expectations, also stood out.

Councillor Corinna Osborne-Patterson, Cabinet Member for People and Rural Mole Valley, said: "I am delighted that two more of our key frontline services have successfully received such formal recognition, making it now a total of eight. I would like to thank staff for their continued professionalism and drive to excel. Achieving this accreditation will not make us complacent, and areas for further improving these services have already been identified, with plans in place or being developed to do just that."  

There are several ways in which you can engage with MVDC and help shape its services. Short feedback surveys are available from both the reception area at MVDC's Dorking offices and the HelpShop in Leatherhead. Residents can also provide feedback on its online services, completing the feedback form at the bottom of every page on its website and via Twitter and Facebook.  Examples of how customer feedback has helped to shape its services, even in small ways, can be found by searching for 'You said, We did' on the website.
Last Updated: 16/07/2018

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