Tag Archives: Institute of Customer Service

Axis Group receives Employee Engagement Award nomination from Institute of Customer Service

Axis Group, one of the UK’s fastest-growing security, cleaning, Front of House and support services organisations, has been selected as a finalist in the Institute of Customer Service’s ‘Customer Satisfaction Awards’ within the Employee Engagement Strategy category.

The nomination is in recognition of the Axis Group’s people strategy. Launched in 2015, it features nine distinct business components, all feeding into the central Employee Engagement and excellent customer service focus. It’s now the cornerstone of the business’ company ethos and integral to Axis’ ongoing goal of becoming ‘The Employer of Choice’ within its sector.

Reward and recognition programmes, Corporate Social Responsibility initiatives, communication and Axis Group’s employee portal are all tools that Axis uses to further employee engagement and satisfaction. The company also offers counselling, health and financial well-being initiatives, all of which have helped to increase staff retention by 20% in just four years.

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Jonathan Levine, CEO at the Axis Group CEO, stated: “We’re constantly having to look at innovative ways in which to attract and retain the best talent and develop remuneration packages that go beyond ‘traditional’ benefits. We achieve this through encouraging excellent performance, clarifying responsibilities and delivering tailored and engaging learning and development programmes.”

Levine added: “We want our employees to feel motivated, committed and empowered to act in the moment to resolve problems, display empathy, demonstrate consistency and continuously find ways to improve both customer and personal experiences.”

The nomination follows the Axis Group’s ServiceMark Accreditation from the Institute of Customer Service, which was achieved as a result of its drive to put customer service at the forefront of its business.  

ServiceMark is a national standard recognising an organisation’s achievement in customer service and its commitment to upholding those standards. It’s awarded based on customer satisfaction feedback, a six-day assessment of standards and employee engagement with an organisation’s customer service strategy.

“I’m absolutely delighted that the hard work and dedication of so many people has been recognised with this nomination,” concluded Levine in conversation with Risk Xtra. “It’s the recognition we need to stand out in front of current employees, future employees and customers for being a company that values its people.”

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Axis Group hosts Institute of Customer Service Breakfast Briefing for CEOs

Axis Group hosted an Institute of Customer Service Breakfast Briefing for CEOs during October’s National Customer Service Week, with the event specifically designed to bring UK business leaders together and engage them in the importance of customer service for their organisations.

CEOs attended from sectors ranging from housing and construction through to tourism and the utilities. Themes discussed included how to develop and implement a vision for the UK as a global service leader, how organisations can connect customer service and satisfaction measures to bottom line business performance, what skills and competencies are required in the Boardroom and accountability and reporting.

Challenges faced by the UK’s service industry, such as Brexit, cyber security, Artificial Intelligence, skills shortages and the growing powers of customer review-centric websites were discussed, alongside the growing importance of trust and reputation.

Axis Group joined as a member of The Institute of Customer Service last year and is currently working towards The Institute’s ServiceMark accreditation – the national standard for measuring an organisation’s service levels and commitment to continuous improvement.

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Jo Causon, CEO at The Institute of Customer Service, explained: “A huge Thank You to the Axis Group for hosting our latest CEO Breakfast Briefing event. The debate highlighted the importance of a focus on customer-centricity at Boardroom level and the improvement in business performance this brings. At a time of even greater uncertainty, a sustained approach towards delivering an exceptional customer experience has never been more important.”

Jonathan Levine, Axis Group’s CEO, responded: “The event provided some fascinating insight. We were shown the clear and measurable benefits of investing in customer service in terms of retaining business and customer recommendations, as well as the link between an engaged workforce and excellent customer service. Customer service and focusing on our employees being our greatest asset is key to our business strategy. We must always seek to mitigate the challenges that our industry faces.”

The Institute of Customer Service is the leading independent expert setting and upholding the necessary standards to enable its customers to improve their business performance through service. By supporting members in transforming customer service and professionalism within their organisations, the organisation’s aim is for customer experience to make a positive and sustained impact on individuals, organisations and, indeed, the economic well-being of the UK.

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