Customer Service: My vision for 2017

The last six months has been transformational for CarillionAmey, and I’m really proud of the hard work put in by our people.

Recent recognition at the Public Account Committee, and also at the customer surgeries I attended in January at Portsmouth, Plymouth, Bulford and Faslane, gave me encouragement that things have significantly improved.

This gives us a strong foundation to build on in 2017, a year which will be our best yet. We have a strong business plan which contains a clear strategy for improving the satisfaction of our customers (military estate users and Service families), our client (Defence Infrastructure Organisation), and our stakeholders (our Armed Forces and the wider MOD community).

I want to see the perception of CarillionAmey improve by delivering outstanding performance against our contract with Defence Infrastructure Organisation (DIO), by being genuinely helpful for our customers and by getting behind the MOD’s strategy to improve the estate and make it fit for purpose.

I know we can deliver, I’ve seen it in recent months where we’ve achieved our contract measures while helping DIO with large-scale project delivery.

My vision is that when our customers contact our Customer Service Centre, be that on social media, email or by phone, they are greeted by helpful staff, who care about our Armed Forces.

Then we do our utmost to deliver a first time fix through our dedicated local teams and engineers, communicating clearly with our customer throughout the process. When works are beyond our repair limit, I want to see our staff working collaboratively with DIO to enable intelligent investment into the estate, and I want to see agility from our teams to deliver investment quickly where funds are available.

Working together, our people, customers, clients and stakeholders can achieve much more, and that’s why relationships are critical to success in 2017.

I am dedicated to working towards ServiceMark accreditation by the Institute of Customer Service for our Customer Service Centre.

This accreditation will be proof that we have met the highest standards in customer service against our contract, something that we and our Armed Forces deserve. I am also keen to support our engineers in delivering against their Customer Charter and to support our Corporate Covenant through the recruitment of more people into our organisation from the military community.

We’ve done some great work with SSAFA, the Armed Forces Charity, and I want to do more. This year I am committed to smashing our £150,000 milestone, by fundraising and working with suppliers who equally care about this great cause.

Our supply chain is pivotal to our success, so I am enthusiastic about driving towards our target to deliver 50% of our spend through small and medium-sized enterprises (SMEs), supporting the Government’s target of 25%, and enabling a more localised and caring service to our customers.

I’ll be out on the road again, talking to customers across the estate and feeding that insight back into our continuous improvement process.

I hope I get to meet you on my travels!

You can also contact me directly on Twitter @StuartJonesCA or, if you are in Liverpool, do pop in for a cup of tea at our Customer Service Centre.

I’ll also be blogging about our journey throughout the year, so stay tuned and stay in touch!

Stuart Jones, Customer Service and Communications Director, CarillionAmey

Tweet me @StuartJonesCA