LEDCOM achieves another ‘first’ with Customer Service Excellence Standard

The chairman of Invest NI, Mark Ennis (centre) presents the Customer Service Excellence Standard certificate to LEDCOM chief executive, Ken Nelson (left) and Chairman Henry Fletcher (right). It is the first Northern Ireland enterprise centre to be granted the coveted award.  INLT 48-650-CON
The chairman of Invest NI, Mark Ennis (centre) presents the Customer Service Excellence Standard certificate to LEDCOM chief executive, Ken Nelson (left) and Chairman Henry Fletcher (right). It is the first Northern Ireland enterprise centre to be granted the coveted award. INLT 48-650-CON
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LEDCOM has become the first Northern Ireland enterprise centre to be granted the coveted Customer Service Excellence Standard.

The Larne company has also become the province’s first social enterprise with less than 50 employees to achieve accreditation under the prestigious UK-wide CSE Standard.

Speaking at an event in LEDCOM’s headquarters at Willowbank Business Park, Chairman of Invest Northern Ireland, Mark Ennis congratulated LEDCOM on its achievement.

He added: “For any organisation to succeed whether in the public or private sector it must have the customer front and centre in the business. This is a great achievement and clear recognition that LEDCOM is well down the customer centric journey. Congratulations to all involved.”

LEDCOM chief executive Ken Nelson said achieving the standard was recognition of the company’s stringent customer-focused approach to business.

“Any organisation is judged by how it treats its customers so it is so gratifying to become the first enterprise centre to be awarded the Customer Service Excellence Standard. It is a tribute to our hard-working staff members who are dedicated to maximising customer satisfaction in all areas of the business,” he added.

In order to achieve the CSE Standard, LEDCOM was assessed against five criteria by G4S, one of the official assessment bodies.

The CSE tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.

There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

The CSE follows LEDCOM becoming the first local enterprise centre in Northern Ireland and the first social enterprise with less than 25 employees to achieve the prestigious Investors in People (IiP) Gold in 2014.

LEDCOM was also the first enterprise centre to achieve IS0 14001 under NQA.

“Achieving nationally and internationally recognised quality standards such as IiP Gold, ISO and now CSE , is part of our ongoing commitment to continuous improvement and excellence,” added Mr Nelson.

“To be an effective deliverer of economic development services and programmes that have a measurable impact on individuals and communities, demands consistently high levels of quality and professionalism ,” added the LEDCOM chief.

For more information about LEDCOM go to www.ledcom.org, www.willowbankbusinesspark.com or www.wbpconferenceecentre.co.uk