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We take customer service very seriously. As part of our commitment, we are members of the Institute of Customer Service (ICS), the independent, professional membership body for customer service.

ICS is a body of approximately 450 organisational members – from across the private, public and third sectors.

Their aim is to create a world where excellent customer service is demanded, delivered and seen to make a positive impact on organisational performance; to govern and guide UK industry in customer service performance and professionalism.

Membership brings:

  • An opportunity to engage nationally and regionally with other members, and benchmark against them
  • Access to authoritative customer service knowledge, research and best practice insight
  • A customer service framework to measure achievement against national standards and develop improvements
  • External recognition and enhanced status for staff as customer service professionals through training/qualifications

Jo Causon, CEO of the Institute of Customer Service commented: ‘I’m delighted to welcome Marlowe Fire & Security as members of the Institute of Customer Service. Membership of the Institute provides the opportunity to benchmark against other organisations in a range of sectors; opportunities to share with and learn from other members within the extensive network; access to our research and insight; and the opportunity to drive service professionalism, through our customer service qualifications programmes. Marlowe Fire & Security are particularly focused on building a customer focused business, developing and recognising staff and working towards a customer service accreditation”.

Watch this video to find out more about why customer service matters in the UK and what The Institute do to help us deliver excellent service.