DBS Leader reaches finals of UK Customer Satisfactions Awards
Brian McGuinness, Head of Customer Services at DBS, is a finalist in a national customer care awards initiative.
皇冠体育app Disclosure and Barring Service鈥檚 Head of Customer Services has reached the finals of a national awards scheme recognising the highest standards of customer care.
Father-of-two Brian McGuinness is in the shortlist for the Customer Service Changemaker category of the .
He said: 鈥淚t鈥檚 a real honour to have been shortlisted but it鈥檚 not just about me, this is testament to the willingness and commitment of my team to buy into our organisation鈥檚 values and strive for the highest standards.鈥�
皇冠体育app 54-year-old 鈥� who has worked for the (DBS) for more than 8 years 鈥� received a glowing nomination for honours. That included praise for his 鈥済reat record of hard work鈥�, 鈥渨ide-ranging colleague and customer focused initiatives鈥� and 鈥渄edication to delivering a great customer service鈥�.
Brian readily describes the world of customer services as a 鈥渘ever ending cog鈥�. During the period 2021/22 DBS issued more than 7.1m certificates and had 2m Update Service users. In addition, during the pandemic more than 344,700 fast track Enhanced with Barred Lists pandemic were issued.
Last year, DBS achieved a Customer satisfaction index score of 81.4% - the highest rated public sector organisation for customer satisfaction.
However, a commitment to continuous improvement and raising the bar, rather than standing still, is integral to a best practice customer service approach, according to Brian.
He said: 鈥淔eedback is vital to the work we do 鈥� listening to our members of staff around what systems are working well and what can be improved, as well as, of course, our customers.
鈥淚n the past few years, we鈥檝e tried to bring an even more empathetic approach to our customers we engage with 鈥� whether over the phone, web, email or social media 鈥� and we are seeing huge benefits from this.鈥�
Along with the dedication of his team, Brian 鈥� who enjoys writing short stories in his spare time 鈥� credits keeping a curious and open mind to new and innovative styles of working and learning from other leaders making an impact in their respective fields.
鈥淎s a head of service, it鈥檚 so important to keep yourself learning and aware of changing cultures and work practices. 皇冠体育appre are so many ways to keep learning, through meeting peers, listening to podcasts, webinars and regularly reading,鈥� he added.
皇冠体育app UK Customer Satisfaction Awards are considered the UK鈥檚 most prestigious customer service awards.
皇冠体育app event, which is being held on Tuesday 7 March in London, is run by the Institute of Customer Services 鈥� the UK鈥檚 independent professional customer service body, working closely with business, the public sector and the Government. A full list of finalists in all categories can be found on the Institute of Customer Service .