Council and democracy

Category: The BIG Thank You Award

Winner - Kenneth Simmons - Environment, Culture & Public Protection

For going beyond his normal parking attendant role when he changed a tyre on the car of a very appreciative elderly customer who, recently discharged from hospital, had pulled up in Purley High Street with a puncture.

Finalist - Marion Leigh - Policy & Corporate Services

For being a role model for customer service professionalism who is always willing to help, no matter how busy she is, or how tight the deadlines are for process design, improvement or training in the contact centre.

Category: Outstanding Customer Service Working in the Community

Winner - Calvin Campbell - Environment, Culture & Public Protection (Veolia)

For his dedication and the pride he takes in his work as a roadsweeper for Veolia, so that "Purley has never looked better". Four nominations show how his cheerful, smiling and friendly approach makes him popular with residents and make him a credit to Croydon.

Finalist - Jackie Wrench - Adult Social Services

For outstanding commitment to the ten service users she supports, helping each develop within their own personal abilities and arranging group holidays for everyone.

Finalist - Sally Dyer - Adult Social Services

For creating such a positive impression for Croydon by helping improve the quality of life for a less mobile customer as she adapted additionally to failing eye sight; and for the way she has embraced the new service delivery approach at the Aztec Centre.

Category: Going the Extra Mile

Winner - Val Chamberlain - Children, Young People and Learners

For staying calm and acting extremely professionally, when all the management team were on an away day, and a potentially life threatening situation needed immediate and sensitive action.

Finalist - Ben March - Finance & Resources

For exceeding customer expectations with his enthusiasm and innovative approach to designing lively corporate budget manager training sessions and the way he engaged colleagues awareness in the department’s service plan which 'inspired them and left a buzz in the air'.

Finalist - Marcia Payne - Adult Social Services

For always being positive, professional and reliable, making a blind customer feel confident in his own home, and personally offering to help him with shopping and laundry whilst the lift was broken in the supported housing unit.

Category: Outstanding Customer Service Team Player

Winner - John Sampson - Environment, Culture & Public Protection

For the personal commitment and motivational leadership that has inspired his team, improved performance and created a culture of pride and customer service. The police regularly sing his praises and 'can do' approach, often in very demanding circumstances, when the personal support he gives his team is exemplary and greatly appreciated.

Finalist - Linda Buskell - Housing

For being a champion of customer service with a positive attitude, who is always willing to lend a hand, drive service improvement initiatives like 'Resident Checked' on communications and tirelessly promote recognition awards in Housing.

Finalist - Asti Rawbone - Finance & Resources

For preventing fraud by going out of her way to help a colleague during a difficult situation with a potential self-harming but deceitful customer, and for being a strong team player for whom 'nothing is too much bother'.

Category: Outstanding Customer Service in the Back Office

Winner - Barry Page - Environment, Culture & Public Protection

For taking ownership of a call from the contact centre at 5.15pm on a Friday when it was not his role. A disabled customer's hire car had been towed away whilst she was fetching her parking permit. Colleagues had not phoned her back in 3 hours so Barry drove the customer to the pound, got the car released and left the customer to appeal against the charge later.

Finalist - John Asiamah - Planning & Transportation

For consistently being recognised for the positive and professional way he helps customers who are going through complicated, and sometimes protracted, planning applications keeping them updated and reassured.

Finalist - Matt Jones - Capgemini

For his proactive approach to service improvement whilst managing the Capgemini LBC Desktop team, and for his outstanding commitment to owning and resolving complex escalated service issues, both of which inspire his colleagues.

Category: Outstanding Customer Service Role Model

Winner - Jenny Chambers - Housing

For acting as a role model to colleagues using her professional customer service skills to reconcile a mother and son putting a behaviour contract in place, so avoiding family breakdown, homelessness, and financial costs to the Council.

Finalist - Brian Aspinall - Capgemini

For demonstrating a calm, supportive and professional manner taking ownership on the Capgemini Help Desk when action was needed several times a day to keep someone operational due to a persistently recurring problem that took others weeks to resolve. His exemplary attitude of 'nothing is too much trouble' was greatly appreciated.

Finalist - Barry Vincent - Environment, Culture & Public Protection

For his proactive approach to tackling fly-tipping and monitoring contractor services standards, as well as inspiring colleagues with his impressive personalised customer service.

Finalist - Victoria Bermudez - Housing

For the strong customer service role model she provides to colleagues, taking things calmly in her stride, and for the personal commitment she gave to reviewing letters for Plain English and corporate image.

Category: Special Recognition

Winner - Richard Ward - Consultant

For the inspirational enthusiasm and dedicated support and training, that was so appreciated by staff during the implementation of the new Northgate system for Council Tax and Housing Benefit.

Category: You only have to ask

Winner - Vic Davey - Environment, Culture & Public Protection

For creating a positive image of Croydon Council with film and private companies, bringing in revenue, always delivering on promises, being flexible and generating high levels of customer satisfaction by focussing on needs, even when unexpected.

Finalist - Sue Rogers - Finance & Resources

For always focussing on the customer and continually looking to improve their service experience, and for how through her personalised and empathetic response she professionally resolves complex enquiries.

Finalist - Cheryll Wright - Environment, Culture & Public Protection

For forging strong links with residents and proactively resolving anti-social behaviour to make an area feel safe again.

Category: Outstanding Customer Service on the Telephone

Winner - Nadine Levy - Policy & Corporate Services

For taking the initiative beyond her role to contact the emergency services when she learnt an elderly lady had been lying on the floor for hours and the key holder neighbour would not make the call that care providers had suggested.

Finalist - Liz Irving - Finance & Resources

For the consistently high degree of professional customer service skills shown, often to frustrated or angry customers, and for her impeccable follow through approach to ensure that anything promised is delivered by Croydon.

Finalist - Leah McCreeth - Policy & Corporate Services

For researching and giving detailed information on dropped kerbs to meet a customer's needs, going beyond the role and creating a positive and professional image of Croydon's Customer Service.

Finalist - Lyn Arter - Housing

For showing genuine interest and concern for customers undergoing repairs on their property including regularly updating them and giving an excellent example to her colleagues.

Category: Outstanding customer service Winner - John Carver - Environment, Culture & Public Protection

For the empathy , professionalism and sensitive approach, shown as Mortuary Superintendent, which makes such a favourable impression on bereaved customers and colleagues alike, particularly on especially demanding occasions.

Finalist - Anne Forbes - Policy & Corporate Services

For her tailored handling of all aspects of registration services, but particularly her empathy with the needs of the bereaved, and also for her enthusiasm when implementing and training her colleagues on the new on-line registration system.

Finalist - Marie Walsh - Policy & Corporate Services

For consistently being nominated by customers who praise her patience, the respect she shows them and her calm attitude. She helps customers with literacy problems and professionally reassured an elderly lady after a bad fall until the ambulance arrived.

Finalist - Rachel Jackson - Children, Young People and Learners

For the time, effort and resources she personally introduces to give her horticulture students an interesting and varied educational experience beyond the standard curriculum.

Category: THINK Customer

Winner - Malcolm Davies - Finance & Resources

For taking ownership and swiftly implementing a recovery plan when 2040 incorrect insurance schedules had been sent out. Focussing on customer concerns he briefed the contact centre to reassure people and arranged extra advice where needed. Malcolm has also transformed our risk management processes and developed a new efficiency generating London-wide approach to insurance services.

Finalist - Trish Burls - Environment, Culture & Public Protection

For showing grit and determination to overcome challenges to build strong links with community partners and introduce the successful 'No Cold Calling' zone in Croydon in response to customer feedback.

Finalist - Evey Henderson - Adult Social Services

For being a creative customer service role model who always champions the THINK customer approach with enthusiasm and zeal, addressing issues and engaging others to make a difference from the customer's perspective.

Finalist - Allyson Lloyd - Finance & Resources

For being a 'tornado of energy and enthusiasm' who has transformed the provision of school meals and the healthy eating focus in the borough, positioning Croydon well amongst local authorities, and making a big difference to all her customers.

 

Contact Details

Contact name

Customer service development team

Telephone

020 8604 7124

Email

service.review@croydon.gov.uk

Address

5th Floor Taberner House,
Park Lane,
Croydon, CR9 3JS