Lloyds Bank International Payment Centre was named the winner in the Outstanding Customer Service Initiative at the Global Business Excellence Awards.
The island based centre has been recognised for itscommitment to customer service.
Using customers as consultants, they measured what mattered to their customers and used the data to deliver improvements in three key areas of their business.
l First Touch Telephony – A telephone based payment service where customers can now make national and international payments instantly, while on the phone with an adviser who confirms timescales for receipt and the exact exchange rate for their payment and associated charges.
This has helped speed up the process from a few days to a matter of hours for international payments.
l First Touch Written Payments – The centre was able to enhance its offering with a callback service to contact the customer and process the payment on the same day. This has been welcomed by the Bank’s International customer base and removes the need to rely on international postal services.
l Payment Investigations – This specialised team work closely with other banks around the globe to track, locate and apply payments that have fallen out of the automated payment stream.
As well as a telephone and email text contact service, a SMS text contact service is added, which was also complemented by extending opening hours, allowing more opportunity to resolve queries.
Customers are also given full timescales involved for their investigation and receive regular updates by telephone, email or text every 48 hours.
The Global Business Excellence Awards judges said: ‘Lloyds Bank Payment Centre listened to customers and introduced a series of changes to improve the payment processing system as a result of finding out what was important to customers.
‘This is a great example of how business works better when customers are the Number one priority.
‘Many congratulations to Lloyds Bank for being agile and responsive to customer needs in such a positive way.’
Upon receiving the award, Paul McAuley, senior manager, Isle of Man Payments Centre said: ‘By putting the customer at the heart of everything we do and really listening to what they wanted, we have simplified and redesigned key processes to give customers a much improved service.’