Throughout this pandemic our customers have been at the heart of our operations and it’s great to see that we’ve been recognised through our Customer First accreditation again.

NBSL have retained this important accreditation following a detailed audit of our customer relationships, market awareness and how we look after our NBSL family.

We’ve been no different from any other business looking at ways to improve customer service delivery mechanics through the use of digital technology during 2020.  Our application moved online and our team were able to handle the whole contracting process virtually. We took our contracting service online and our remote support service allowed for a swift turnaround to businesses across the North East ensuring clients were able to start projects quickly.  But our Customer First accreditation was not just recognised for the support we provided to our customers but the support we provide to our loyal employees too.

We were able to swiftly mobilise our full team into working remotely, ensuring each and every one of them felt comfortable and confident in this new way of working.  Our team maintained our service standard throughout 2020 and it has been great to be recognised for our smooth transfer into remote home working. Team meetings, newsletters – even little funnies appeared regularly across inboxes to keep our spirits up.  With a thoughtful and caring attitude towards the reality of our personal lives and the need for juggling – understanding that a problem shared was often the best route forward – we adjusted our working lives around the needs of our personal lives to ensure a better balance of needs could be achieved.  Training and development was constantly monitored – ensuring our team could adapt with the right skills in place – using our digital landscape effectively to support our customers with confidence.

We listened, we supported and we adapted when we needed to – all leading to a healthier mental attitude across the team which in turn helped support our customers with a positive approach.

Relationships have always been business critical for us but during 2020, these solidified creating a huge army of support all geared towards the needs of our customers. 

We want to thank every partner, provider & client that we have worked with during a year like no other and we applaud every one of our team that has helped us provide support during 2020 – and helped us retain this award – thank you.

Fancy finding out more on the Customer First award?

Take a look at the thirty (yes thirty!) statements we have been audited against.  We’re proud to have retained this award and we’re proud to continue to serve businesses across the North East.


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