A Sterling Job’- Managing Director named in Top Ten Customer Experts

The Managing Director of Osborne Communities, Nick Sterling, has been recognised as one of the top customer service leaders for Strategic Leadership in the UK by the Institute of Customer Service.
Nick Sterling – recently promoted from Managing Director of Osborne Property Services – has been named as one of 10 customer service experts from across UK industry by the ICS in its UK Customer Satisfaction Awards 2017.

Other finalists in the Auto Windscreens Customer Services Strategic Leadership Award include representatives from Lloyds Bank International, Alliance Healthcare and National Express. The winner will be announced at a ceremony in London on 7 March 2017.

Nick Sterling said: “At Osborne, we put customers at the heart of what we do. We are focused on their needs and each of our contracts is bespoke. We are keen to learn, so if we don’t get something right, we fix it – immediately. Then we reassess our approach to ensure we maximise our chances of giving a great customer experience next time. This is a continual process, as our customers’ expectations continue to rise. We all have to make sure we rise with them.”

Osborne has also been shortlisted in two other categories: the ABa Quality Monitoring Best Customer Experience Award and the Hitachi Capital Best Customer Service Co-Creation/Collaboration Award.

In the past three years, Osborne Property Services has seen it’s in soaring customer satisfaction scores – as independently assessed by the ICS – soar from 55.9 to 82.8 out of 100.

Also, while other landlords have seen complaints increase (to an average of 33 per 1,000 homes, according to HouseMark), the London Borough of Waltham Forest – working partnership with Osborne – has seen its complaints fall.

This week, Osborne, a key partner of the flagship event at London Olympia is attending Homes 2016, to show the benefits of delivering great customer experience.