We have worked hard to transform our approach to customer service over the last two years to improve the lives of the most vulnerable people in our community.
These efforts were recognised in the 2019 Australian Service Excellence Awards an initiative of the Customer Service Institute of Australia (CSIA). The organisation recognises best practice and innovation in the customer interaction.
MAX was a finalist in the categories of:
- Customer Service Organisation of the Year – Large Business
- Service Excellence in a Medium Contact Centre
- Customer Service Project of the Year – Service Transformation
Our transformation has seen us adopt a customer-centric culture across the organisation putting people at the heart of our business.
Decisions are made based on the feedback of our employees – whether it is technology or process-based, or learning and development. Feedback is invited from customers, through customer satisfaction surveys and proactive feedback processes.These insights allow us to increase our responsiveness to customers’ needs, better manage their expectations, and respond where needed.
Sites are committed to reflecting this customer service transformation.
Employees make customers feel welcome, they respond and engage promptly and ensure there is support for customers all the way to gaining a job, and beyond.
Employees at sites are also supported by our Customer Service Team and together, they ensure customers receive the support they need to access the job or training opportunity they seek.