Stockton-on-Tees leisure centre staff receive customer service award

(L to R): General Manager Di Wilson, Duty Manager Kevin Patterson, Leisure Assistant Claire Blackburn, Receptionist Jade Hickey, and Area Operations Manager Darren Humphrey

Submitted by Chelsea Doolan

The team at Tees Active leisure centre have been recognised for their customer service after a three-day assessment for the government's Customer Service Excellence (CSE) mark.

The CSE is a national quality mark that rewards organisations for their customer-focused commitment, whilst also providing a positive steer for customer-centred change.

The team were recognised for demonstrating “real determination to continually provide a quality service to all their customers” and their commitment to support ”hard to reach” communities were also formally recognised.

Tees Active, which is based in Stockton-on-Tees, County Durham, was also recognised for best practice in six Compliance Plus areas.

These are awarded where particular strength is demonstrated that exceeds requirements of the standard.

Assessors found a number of examples of high standards, including:

• Identifying hard to reach and disadvantaged groups and individuals, and developing services in response to their specific needs.
• Ensuring services are easily accessible to all customers through provision of a range of alternative channels.
• Working in partnership to offer and supply co-ordinated services and demonstrating benefits to customers.
• Developing insight about customer groups to better understand their needs and preferences.
• Interacting within wider communities and demonstrating the ways in which we support those communities.
• Discussing with customers the next steps and indicating the overall time to achieve outcomes, where service is not completed at the first point of contact.

Leon Jones, managing director of Tees Active, said: “Our customers have always been at the heart of everything we do, and we are incredibly proud of the outcome of the assessment.

“Despite the challenges of Covid-19, our teams across the organisation have shown real determination, demonstrating their commitment to ensuring we continued to support some of the most vulnerable and disadvantaged residents in our communities.

"Whilst the pandemic has brought disruption to our services, our role across the borough to support physical and mental wellbeing has been more important than ever and we are incredibly proud for this to be highlighted within the report.”

Get all the latest news, updates, things to do and more from your local InYourArea feed.