Customer Experience Development Programme

Tender description

We are an ambitious Housing Association going through a structural and cultural transformation from customer service to a customer experience based organisation embracing the digital agenda while ensuring we retain our local presence. We recognise that to make this shift to customer experience we will need to support colleagues to put the customer at the heart of all our activity and understand the behaviours that drive great customer experiences. We are currently developing our customer experience vision along with the framework of behaviours needed to support our customer experience activity going forward. Once the values and behaviours framework is in place we are looking for a provider who will design and deliver a series of workshop style events (Workshops aimed at all colleagues / workshops aimed at Line Managers) which will launch and start to embed the vision and behaviours across Broadacres. The workshops objectives should be around: -Introduce colleagues to the new vision and behaviours framework they developed -(For Line Managers) To understand the importance of role modelling behaviour - How to encourage great behaviours and feedback on poor behaviours -Encourage and empower colleagues to make the shift to Customer experience mindset -Develop their 'customer experience' skill set Background We were established in 1993 as a stock transfer in Hambleton and over time we have grown. Now we own and manage over 6,400 homes across the whole of Nor...th learning disabilities and mental health issues. Our team is over 350 strong including 100 people within property maintenance and a further 100 delivering care and support services across North Yorkshire. Our vision - To be the best rural housing association in the country. Broadacres currently has stock in Hambleton, Darlington, Richmondshire, Harrogate, Redcar and Cleveland, Ryedale, Scarborough, Selby, East Riding of Yorkshire, York and Leeds, and we provide homes for rent, shared ownership and outright sale, as well as providing a range of support services to different client groups including persons with mental health problems, learning disabilities, older persons, people with physical disabilities, those fleeing domestic abuse and single young people who are homeless. Whether it is carrying out repairs to ensure our customer's homes are kept to the highest standards or providing ways of saving money, we strive to ensure our customers receive a first-class service and that ultimately, they are proud to say they live in a Broadacres home. Our mission - Great people, providing great homes and great customer experiences across our rural communities. The objectives of the corporate strategy are to create: - Great homes to live in - Great customer experiences; and - Great places to live Three things will make this possible: - Great people - Great governance - Great finances Our website https://www.broadacres.org.uk/ gives more background information.