Helping to remove niggling housing stresses from Service family life is something our teams work hard to do. We recognise that juggling work and home-life can be a difficult job, especially if partners are away from home on deployment.
That’s why Amey’s Local Customer Service Centres (LCSCs) are located at 25 of the larger MOD estates across the UK, providing customers with the opportunity to speak to an advisor face to face rather than calling our Customer Service Centre. Our advisors, many with partners serving in the Armed Forces themselves, are able to help with housing queries and general information about the area they live in at the ‘drop-in’ sessions that Amey hold regularly hold across the UK.
Helen Martin, Amey’s Delivery Manager, is passionate about delivering excellent service to families in the South West and recently undertook an exercise to find out how well we were communicating with local families and whether the issues they were raising were being satisfactorily resolved.
Helen found that although the larger MOD sites had good representation of Amey advisors, the smaller sites did not have anything in place for families to raise issues locally. Helen initially began to encourage our advisors to increase their visibility across the patch by finding new ways to communicate their outreach days (where they travel to the smaller sites to meet families) and helping to add structure to their plans to identify the best times for the outreach days to take place.
Since then, Helen has ensured that every main stakeholder across the area has their outreach day set in stone. She attends every session herself, along with Amey’s local Accommodation Officers, and has built a great relationship with Defence Infrastructure Organisation representatives.
Thanks to Helen’s efforts, footfall from Service families to our Local Customer Service Centres has increased ten-fold and the customer complaint rate has fallen to 1% which is the lowest rate the area has achieved.
Helen said “Although families in the area know how to contact our Customer Service Centre, they were keen to have regular face to face contact with an Amey representative. It means I get to see first-hand the impact on the families once their issue has been resolved and I find that to be truly rewarding. It’s a privilege to work alongside Service families, improve their experience of living in married quarters and maintain a positive relationship with my customers.”
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