BCA Logistics' Motability Customer Services Team achieves excellence
BCA Logistics’ Motability Customer Services Team has been awarded certification against the nationally recognised Customer Services Excellence Standard.
On assessment, the BCA Motability Customer Services Team was found to have a deep understanding of, and commitment to, customer service excellence from senior management and operations through to front line staff.
The assessment highlighted robust processes to identify customers’ needs and requirements, and examples of innovative client and supplier communications via the bespoke EVO driver app and the Dealer Portal.
The assessment report noted “There is a corporate commitment (from BCA) to putting the customer at the heart of your service delivery and leaders in your organisation actively support this and advocate for customers.”
The BCA Motability Customer Services Team work exclusively with Motability, offering a full range of single vehicle movement services to support customers through the process of vehicle delivery, handover, damage appraisal and collection.
This includes dealer to dealer vehicle movements in addition to delivery and collection of Motability vehicles for customers. The BCA Motability Customer Services Team work closely with 1,900 BCA Logistics plated drivers under the guidance of James Peardon, Customer Solutions Director.
Di Smith, SGS Customer Service Excellence Lead Assessor commented “The approach of BCA Logistics Motability Team to Customer Service is impressive. A key reason for their success is that they are ‘driven’ to put People before Process. The whole team take ownership of the Customer Service Experience. Both strategic and operational focus is on the customer.”
Dean Hulse, Managing Director, BCA Logistics commented “The BCA Motability Customer Services Team continually champion best-in-class customer service and can now celebrate achieving this nationally recognised Customer Services Excellence Standard.”
Pictured are the team receiving their Customer Services Excellence Standard commendation.
Left to right: BCA Logistics Motability Team - Kasim Sheikh, Wahid Anwar and Kasim Ahmed, Victoria Gould, BCA Logistics Quality Manager, Amy Pepper from the BCA Logistics Motability Team, Di Smith from SGS and James Peardon, BCA Customer Solutions Director.