focus – the Future of Customer Service

We’re excited to launch our focus programme – the Future of Customer Service. This will change the way we deliver services to our customers, making our customer and community experience and satisfaction sector-leading.

 

focus is all about the customer.

focus is all about exciting change.

And focus is all about working together to innovate.

 

Importantly, focus is all about co-creating change with customers and colleagues, not to them.

 

For customers, what will this mean? focus will:

 

And what does focus mean for our colleagues? focus will:

 

We’re in the early stages of planning the programme, but there will be lots of opportunities for customers and colleagues to get involved as focus progresses – so watch this space!