National Customer Service Week - Essential Skills & Capabilities

Today we place our attention on ‘Essential Customer Service Skills & Capabilities’ as part of NCSW. With a very loyal and local employee basis we are a tight knit team with a mix of people who have been with us from the start to those just setting on a career fresh out of university. The combination of highly experienced personnel and new graduates who bring a new wealth of knowledge and skills to the team is crucial to the success of our business.

At Covernet we believe a happy team results in very happy customers and this is exactly what we practise across the business. To help us achieve this we recognise and value our people while keeping them at the heart of everything we do.

We have a very solid Career Development Framework in place which focuses on ongoing training and development across all levels of the company. Through this framework there are always new opportunities available to our people to develop rewarding careers without having to leave the North Coast.
Alongside our internal Career Development Framework, we also have accreditation from Investors in People, which helps us work together to deliver high performance through the continual improvement and development of our people.

One of the reasons we have been able to provide such a well-structured and effective Career Development Framework, is our procedural approach to software development and service delivery. Our Integrated Management System, a very structured set of processes and procedures has been certified to ISO 9001 (Quality) and ISO 27001 (Information Security) international standards.

These procedures are there for any member of the team to read and refresh their understanding as to the best way to carry out their day-to-day responsibilities and forms the basis of our new joiner training.
Everyone is also actively encouraged to suggest improvements to the ways we work, as we believe it is hugely important and beneficial to have everyone invested and engaged in the process.

Recently we have been acknowledged as a Great Place to Work 2021-22 as awarded by Great Place to Work UK. We are immensely proud to hold this accolade and to have this accolade rewarded to us as a result of the findings collected during a staff survey. Some of the below comments were feedback during the survey and highlight the happy and dedicated workforce we have here at Covernet.