Delivering Excellence – it’s the Novus Way

We pride ourselves on the work we do, getting it right and making sure our customers, suppliers and colleagues have a positive experience. It’s what we call the ‘Novus Way’, and is why we’re always striving to improve as Kevin Rhone, our Head of Social Value and Client/Customer Care explains.

Over the last 12 months we’ve been running a company-wide campaign called ‘Deliver Excellence to our Customers’ to support our continued development both as individuals and teams as part of our commitment to delivering excellent customer service across the business.

What does ‘delivering excellence’ mean?

The campaign enabled us to explore what excellence truly looks like at Novus, from what we deliver to how we deliver it. It’s been a way to recognise what we already do well and share these experiences company-wide to harness the power of delivering excellence. But for me the main aspect of the campaign was to challenge ourselves to do things even better by identifying areas for improvement and encouraging all staff to continue to strive for excellence to exceed expectations.

When it comes to delivering exceptional customer service, it’s a shared responsibility that runs throughout the company so we must take a collective approach. Every team member including our subcontractor partners plays a vital role in shaping the customer experience and upholding our reputation for excellence.

We’ve outlined 10 key aspects which we believe define an outstanding customer experience:

1. Communication
2. Managing risk
3. Attitude and approach
4. Delivering on your word
5. Being knowledgeable
6. Quality of work
7. Working environment
8. Security, health, safety and wellbeing
9. Delivering social value
10. Going above and beyond

Each aspect was highlighted throughout the year as a theme within the campaign, as we shared the best examples from colleagues to demonstrate excellent customer service in action.

Resources and practical support

To further support our commitment to excellence, we have developed several resources including posters, a handy booklet and a toolbox talk session to help team members keep the 10 focus areas in mind in everything they do.

We’ve also rolled out a bespoke online training module titled ‘Delivering Excellence to Our Customers’ which every Novus team member will be encouraged to access. This module is designed to reinforce our high standards in customer service and ensure consistent delivery across the board.

We’ve learnt a lot about what delivering excellence means to us over the last 12 months but that’s not the end of our journey as we’ll continue to strive for more. It’s truly rooted in who we are and how we operate. Building a legacy where people can live, work and thrive – that’s the Novus Way.