November 2013

Above and Beyond Awards

Recognising Outstanding Customer Service

Guidance for Nominations The Above and Beyond Awards celebrate extraordinary customer service, recognising staff that have far exceeded the expectations of their customers, either external or internal, and have demonstrated their outstanding customer service to a panel of judges. Who can be nominated? Anyone currently employed by Mole Valley District Council can be nominated for an Award. Nominations can be for an individual, a group or a team. You just need to make sure that your nomination stands out. We accept nominations from events within approximately the past six months. Who can make a nomination? Nominations can be made by anyone, managers, colleagues, peers, Councillors and the public. Staff cannot self-nominate either themselves or their team for an award. Neither staff nor the public can nominate relatives for an award. What is outstanding? We have high expectations of all our staff. These awards seek to recognise those who have gone above and beyond those expectations. In line with our Customer Charter, we expect all our staff to: treat you fairly and with respect; always offer a polite and friendly service; listen and be sensitive to your needs; respect your confidentiality; do the best to help you and keep you well-informed; not disadvantage or discriminate against you. Successful nominees may have:

• Offered something extra and valuable for which the customer did not ask; • Understood the problem, found a solution, improved processes and kept the

customer informed; • Exceeded the customer’s expectations by far; • Done everything possible to meet the customer’s needs without sacrificing the

integrity of the organisation. How do I submit a nomination? Completed nomination forms for this round of judging must be submitted no later than 5 p.m., Friday 10th January 2014. The 250 word count is crucial in convincing the judging panel that your nominee is worthy of an award: please provide as much information as possible. Either scan and e-mail your nomination to management.support@molevalley.gov.uk, or send it to the following address: Management Support, Mole Valley District Council, Pippbrook, Dorking, Surrey, RH4 1SJ Alternatively, use the e-form on www.molevalley.gov.uk.