Guest: Julia Law – Lead Customer Experience Manager, Customer Experience Team, Her Majesty’s Passport Office

Her Majesty’s Passport Office is embedding a more customer centric culture, moving ownership away from ‘the organisation’ to individuals. All staff understand that they must take personal responsibility for the service customers receive and that it is not just the responsibility of a faceless customer service team.

The Customer Champion Network consists of genuinely customer focused staff who are motivated to look for ways to improve customer experience at every stage of the process. They help ensure that customers are listened to and their feedback is acted on. They encourage continuous improvement – looking for opportunities for more efficient ways of working; supporting and helping drive through necessary changes for the benefit of the customer. They provide support for each other, working with a non-hierarchical approach to convert customer feedback into appropriate actions for improvement.

The Champions talk about their sense of pride in their work and their motivation to deliver for customers.

They prove that happy staff make happy customers. Engaging with Customer Champions has improved the customer experience – once again HMPO are the top performing public sector organisation in the Institute of Customer Service, UK Customer Satisfaction Index.

Host: Jo Moffatt

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