Leeds Building Society has become the first financial services business to attain a new industry accreditation for excellence in customer service.
The mutual has achieved the Service Excellence standard launched earlier this year by the National Skills Academy for Financial Services (NSAFS).
The accreditation takes into account the regulatory principles of the Financial Conduct Authority (FCA) in relation to the treatment of customers. It measures against more than 30 statements and positive indicators in five areas: leadership and strategy; member interaction; performance management; communication; and outcomes.
Karen Wint, Leeds Building Society’s operations director, said: “I’m delighted that the Society has been accredited for Service Excellence by NSAFS.
“We are the first financial services provider to gain this accreditation and the feedback from NSAFS was overwhelmingly positive.
“We are proud of our strong track record of customer service and believe this accreditation is further evidence of our commitment to delivering an exceptional experience to our members.”
Leeds Building Society chief executive Peter Hill added: “This accreditation provides a ‘kite mark’ of our commitment to providing a high-quality, professional service through well-trained colleagues.”
John Carter, head of accreditation programme at NSAFS, said: “One of the key roles of the National Skills Academy for Financial Services is to recognise quality within the sector. As such we are pleased to accredit Leeds Building Society for its service excellence.
“In our opinion, the Society has developed a comprehensive approach that facilitates service excellence. They go above and beyond many of the regulatory stipulations with processes and procedures that encourage their colleagues to provide a strong service to members.
“The Skills Academy oversees a well-established accreditation programme that includes training and development provision, programmes and trainers – however, the accreditation of service excellence is a newer addition. We think that Leeds Building Society has set a high standard for the firms who will follow.”
