BCA Logistics’ Motability Customer Services Team achieves industry certification
BCA Logistics’ Motability Customer Services Team, based in Birmingham Business Park, Solihull Parkway 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 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 assessment highlighted robust processes to identify customers’ needs and requirements, and examples of innovative client and supplier communications via a bespoke driver app and BCA’s Dealer Portal. BCA Logistics is the UK’s number one provider of vehicle remarketing logistics services.
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 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 added:
“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.”