The Service Excellence Programme is an ambitious, people focused initiative being delivered to X team leaders across HMRC’s Customer Services Group. We have two main goals: bringing the HMRC Customer Charter to life through engaging, interactive workshops. Sharing practical tools and methods that can be used in everyday operations.
At CS Live, we’ll showcase our work to:
Help teams develop a meaningful purpose that links to our Charter. Support team leaders to make the most of their time, enabling more effective leadership routines, such as running efficient huddle meetings and using visual management boards.
Highlight the importance of continuously observing processes to improve our service to customers.
Introduce coaching methods to enable efficient coaching of team members. Techniques to get to the root of problems and solve them effectively.
We’ll illustrate how we collaborate with business areas to embed and sustain the learning from our workshops, making HMRC a great place to work.