OCN NI is proud to announce that it has retained its Customer Service Excellence (CSE) accreditation for another year, after passing its annual surveillance assessment.
OCN NI has also achieved Compliance Plus in three areas:
Compliance Plus recognises practice that goes beyond what the Standard requires.This result reflects our commitment to excellent customer service and the teamwork shown across OCN NI every day.
Being assessed against the Standard each year helps us maintain and improve our services, while keeping our customers at the heart of everything we do.
Comments from the assessor’s report include:
“OCN NI enjoys productive relationships with the various partners it engages and feedback from EQAs and centres was extremely positive.”
“Interviewees reported strong cooperation and collaboration between departments particularly at busy times such as summer and this ensures the smooth and efficient delivery of OCN NI certificates for centres.”
“Communications both internally and externally were reported as good with centres receiving regular updating via a newsletter, emails or through the Quartz portal. In recent months there has been more of an active presence on the various social media channels.”
Martin Flynn, Chief Executive, OCN NI said:
“I’m very proud of this result. Achieving Compliance Plus in the areas of Customer Insight, Culture and Delivery tells us we’re doing more than meeting the Standard. It reflects the effort of our staff and the strong relationships we have with our centres and EQAs. Thank you to everyone who gave their time to take part.”
Customer Service Excellence is a UK Government national standard and quality mark. It recognises organisations with a customer-focused culture, ones that put customers first and shape their services around customers’ needs and preferences.
To gain accreditation, an organisation goes through a rigorous assessment by an independent assessor. This includes a review of evidence showing compliance with each element of the Standard, followed by an on-site visit.
