Futures recognised for positive customer experiences and high-quality services

Staff

Staff at all levels were seen to have “a clear purpose in the delivery of IAG” 

Throughout the organisation, staff had a strong understanding of the company objectives and values, and “consistently focus on addressing customers’ needs” 

Staff wellbeing was shown to be a particular strength, with staff members feeling that we have “effective arrangements in place to support their wellbeing” 

Consistent staff engagement with our company values of Having Passion, Doing the Right Thing, and Making a Difference, has a “positive impact on their behaviours and interactions with customers” 

Our staff were found to be “innovative in identifying opportunities to increase reach and engage people in our services” 

We were also found to be incredibly responsive to external feedback, helping us to “enhance and extend our own internal quality improvement initiatives” 

Customers

Assessors found that all recipients interviewed could describe the “personal benefits of the support that has enabled them to feel motivated to achieve and to progress” 

Our leaders and managers were able to “emphasise the importance of positive customer experiences, providing high quality services and meeting performance expectations” for customers 

Our customers were able to recognise that our staff “focus on their best interests, ensure customers make their own decisions, tailor their support and are always supportive” 

Many customers reported that “their adviser’s passion is infectious” - and that this leads them to recommend the National Careers Service to their friends 

Managers were found to “enthusiastically listen to, explore, and rapidly improve situations where standards fall below customer and partner expectations” 

Partners

Relationships with partners (including training providers, community organisations and Jobcentre Plus) were found to be “highly collaborative and responsive”

Our managers were shown to “adapt the way they work locally to support partners’ objectives”

Partners reported that “Futures are flexible and responsive”, and that “mutually beneficial impacts are sought and achieved”

Our local partnerships were shown to “increase reach and engagement of customers” with the service We were also found to be proactive in finding opportunities to deliver our services both internally and externally, delivering impartial careers advice and guidance to other providers’ leaners, attending careers fairs, and delivering bespoke workshops where there is a need for them.

Commenting on the award, Daphne Saxelby, Associate Director of Excellence said:

“We are delighted to successfully achieve our Matrix Standard accreditation again. The positive feedback from the assessors highlights our continued commitment to ensuring that all our customers and our learners have access to high-quality advice and guidance to support their journey towards achieving their goals.”