The Customer Contact Village (CCV) has again achieved great results this year, and their work has certainly not gone unnoticed. In addition to an Excellence in Customer Service Award won in April 2016, the team was recently crowned the NSW winner of the Australian Marketing Institute (AMI) Award for Excellence in Customer Experience Marketing.
This is a big achievement for a department which has only just completed its first full year of operation. The CCV was recognised for the industry-leading support it offers to prospective residents via live chat, phone and email, and an online self-service help centre.
“Since its official launch at the Sydney head office in 2015, the CCV has gone from strength to strength, with an excellent customer service rating of 98% as of October 2016,” said CLV’s Director of Operations, Shannon O’Connor.
“Thanks to their great work, we have achieved 100% occupancy at many villages sooner than ever before. We are very proud of the work the team does to support our prospective residents,” he said.
To cater for increased demand during the Semester 1, 2017 let up period, the team has recruited six new casual staff members, from none other than our resident community. Who better to promote our villages than staff who have lived the village experience!
Chasely Kern, who has lived at Macquarie University Village since January 2015, said, “I have been a residential assistant since April 2015 so I have had a taste of what it is like working for CLV and loved it. When the opportunity arose, I felt it was a natural step for me.”
Western Sydney University Village (Bankstown) resident, Sharon Penner, agreed, “I liked the team spirit and positive atmosphere. It seemed like a great place to work and has exceeded my expectation. The customer-oriented approach is what attracted me before I moved into the village from Canada. The CCV does such a great job!”
Meet the team members here!
Top row (left to right): Julie Vang, Sarah Ashmore, Catalina Poblete, Ellen Sanderson, Natasha Vost, Sharon Penner
Bottom row (left to right): Sarah El Gamal, Kasen Wu, Chasely Kern, Sal Gasapo
The CCV also includes staff members, Eva Sanchez, Dianaimh Yau and Tashana Moore, who were not present on the day.