27 July 2017: Air Commodore Alan Opie spends a day with CarillionAmey

Air Commodore Alan Opie recently visited our Customer Service Centre to meet with staff, including some of our Reservists, Ex-Regulars and Military Spouses.

The Air Commodore spent time listening to customer calls with the Regional Prime, Housing Repairs, Occupancy Services and Complaints teams, as well as looking at how we use our new omni-channel digital platform to respond to customers on social media.

Our complaints team showcased their multifaceted approach to resolving customer issues, including; our frontline team who resolve up to 30% of complaints on first contact; our centralised customer solutions team who deal with the stickier issues; our local customer service centres where customers can seek face to face help; and our mobile solutions managers who are available to visit customers in their homes. The team even had chance to demonstrate, in real time, their approach on social media, reaching out to customers who mention us and offering their help.

We were proud to talk to the Air Commodore about our Armed Forces Covenant Bronze Award, and were encouraged to keep up the effort and push on for silver and even gold awards. It was also great to share our ongoing plans for developing our people, under the Investors in People framework, and the plans we have to further develop our Customer Service Centre under the ServiceMark framework.

Air Commodore Alan Opie said, “I was absolutely delighted to meet the Customer Service Team and see at first-hand their team spirit and commitment to help our Service Families.  I found their enthusiasm and energy to support their customers to be infectious.  Likewise, I was pleased to see the emphasis placed on people though Investors in People and service delivery through achievement of the ServiceMark accreditation.

Additionally it was clear to see that CarillionAmey has committed wholeheartedly to the Armed Forces Covenant by endeavouring to employ more ex-Service personnel, encourage its people and supply chain to commit to Reserve Service and support members of staff who re-locate as partners of Service personnel. I would also like congratulate the staff for their tremendous success in supporting the work of SSAFA; their fundraising efforts are an outstanding achievement.”