Hull Culture and Leisure (HCAL) has maintained the prestigious award of Customer Service Excellence in its leisure department.
The quality mark, from the Cabinet Office, aims to make a tangible difference to customers by encouraging organisations to focus on their individual needs and preferences.
The accreditation lasts for 3 years, and organisations are reviewed each year by independent assessors.
Five criteria are assessed – customer insight, the culture of the organisation, information and access, delivery, and timeliness and quality of service.
In this award, HCAL achieved a magnificent 7 ‘Compliance Plus’ standards.
In 2022, almost 1-million customer visits were made to the venues managed by HCAL’s leisure department.
Over a third of those customer visits were to Woodford Leisure Centre, where Andy Burke is the manager.
He said: “Since I started working for the leisure department of Hull City Council in 1986 as a school leaver, excellent customer service and care has always been our number one priority, from our initial Charter Mark from the Cabinet Office in the early 90s to our most recent validation for the new Customer Service Excellence award.
“We all try our best to provide the best possible experience for all our customers and also through listening and continuous improvement we are able to adapt to change to users’ needs.
“Nearly four decades later as the manager of one of the busiest leisure facilities in Hull, this ethos is still at the core of everything we do as a team, where we train and develop our staff to make sure the journey for our customers is a very enjoyable one.”
Councillor Mike Ross, leader of Hull City Council, said: “Hull Culture and Leisure has a commitment to deliver excellent customer service to the residents of the city.
“Staff put the customer at the heart of delivering services, and leaders in the organisation actively support this.
“Managers at our sites know many of those who come through the doors, and they will always put the customer first.”
For more information on Hull Culture and Leisure, visit Hull Culture and Leisure | (hcandl.co.uk)
