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UK National Contact Centre Awards shortlists Westminster housing services for four categories

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UK National Contact Centre Finalist

Published: 3 June 2021

UK National Contact Centre Awards shortlists Westminster housing services for four categories

Westminster housing services customer service team has been nominated as finalists in four categories for a prestigious industry award.

The UK National Contact Centre Awards, which has been running for 26 years, has shortlisted Westminster housing services customer service centre for: Most Positive Impact on the Community; Best Diversity and Inclusion Culture; Contact Centre of the Year; and Business Improvement Team of the Year.

On average, the housing services customer service team receives around 4,000 inbound calls and 1,500 multi-media contacts (such as by email and live chat) from housing residents per week. In response to the COVID-19 pandemic, the team had to quickly adapt to continue supporting residents.

Over the past year, amidst a period of significant uncertainty and upheaval, the team has achieved some extraordinary feats such as:

  • Moving the whole customer service team to homeworking rapidly and successfully in 5 days
  • Implementing a new unified communications platform, enabling residents to reach housing staff via a choice of eight channels from live chat to social media
  • Coordinating over 4,000 volunteers to assist residents who were unable to leave home

These achievements, plus many more, have resulted in many positives including 94% of residents saying they are satisfied with the service they have received from the customer service team.

Neil Wightman, Director of Housing said:

“I am proud our service is nominated for four awards in this year’s UK National Contact Centre Awards. COVID-19 greatly disrupted our existing ways of working and the customer service team did an incredible job of rapidly moving to support residents with essential housing services. I’m very much looking forward to when the winners are announced. In the meantime, we will continue to listen to residents’ feedback to deliver ongoing innovations and improvements”.

The winners of the UK National Contact Centre awards will be announced at a live event in London on Monday 27 September 2021.

For more information on the awards, visit UK National Contact Centre Awards.

If you are a tenant or leaseholder of  housing services, you can contact our customer service  team  through your online MyWestminsterHousing account, live chat and phone.