Leeds Building Society becomes the first business to be awarded Skills Academy accreditation for service excellence

Leeds Building Society achieves accreditation for service excellence: Sylvia Perrins, chief executive of the National Skills Academy for Financial Services presents a plaque to Leeds Building Society Operations Director Karen Wint and Chief Executive Peter Hill

Leeds Building Society has become the first financial services business to secure an accreditation for excellence in customer service with the National Skills Academy for Financial Services.

This new service accreditation, launched earlier this year, 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 thanked staff for all their efforts which had secured the accreditation: “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.”

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