Celebrating National Customer Service Week 2025

13th October 2025

This October, we joined organisations across the UK in celebrating National Customer Service Week – an annual event that shines a spotlight on the vital role customer service plays in successful businesses and communities. Running from 6-10 October, the week provided a fantastic opportunity to recognise our teams, reflect on our values, and champion the exceptional service our people deliver every day.

A Week of Reflection and Recognition

Throughout the week, we embraced the Institute of Customer Service’s daily themes, using each one as an opportunity to reflect on what makes great service and how we can continue to improve.

Monday – Evolving Customer Needs
We started the week by considering a simple truth: customer needs are constantly evolving, and we must evolve to stay in tune with customer demand. Across our teams, we reflected on how we listen to our customers, anticipate their needs, and adapt our approach to deliver the service they deserve.

Tuesday – Service with Respect
This theme addressed a growing concern across the industry. The statistics paint a worrying picture: 43% of customer-facing workers have experienced hostility in the past six months, representing a nearly 20% year-on-year increase. Perhaps most troubling, 37% are considering leaving their jobs because of aggressive behaviour, and 26% of those who experienced abuse took time off work, averaging eight days.

The Institute of Customer Service’s Service with Respect campaign has made significant progress since its launch in 2020, including securing a change in the law in 2022. However, there’s still work to be done. Backed by over 100 CEOs and business leaders, the ICS continues to call on the Government to introduce a standalone offence to protect those in public-facing roles. At CCG, we stand firmly behind this campaign – respect shouldn’t be optional in any interaction. Find out more about the Service with Respect campaign here.

Wednesday – Productivity, Growth & Innovation
Mid-week, we turned our attention to how innovation and efficient processes help us serve customers better. From streamlined claims handling to embracing new technologies, we discussed how working smarter enables us to deliver exceptional experiences consistently.

Thursday – Employee Engagement
Not all heroes wear capes – some deliver exceptional service one customer at a time. We had great fun celebrating our customer service superheroes and the different superpowers it takes to deliver outstanding service. One essential power? Excellent communication.

To put this to the test, one team played a game of Chinese whispers. The starting phrase – “Would you rather have toffee in your coffee or Brie in your tea?” – had transformed into “Guffy in your guffy and cream in your tea?!” by the end of the line. It was a brilliant reminder of how quickly messages can become muddled when we don’t take the time to check what we’ve heard. In our daily work with policyholders, taking that extra moment to repeat information back and confirm understanding makes all the difference. Sometimes the real superpower is simply making sure everyone’s on the same page.

Friday – Customer Service Recognition Day
We closed the week by celebrating our teams across the Group. Offices showcased customer service recognition walls displaying the positive feedback our colleagues have received – a proud reminder of the real impact great service has on people’s lives. From our Speciality Third Party Administration Team, who operate as a true extension of client brands in complex product sectors, to colleagues across all our functions who ensure every customer interaction matters – we took time to recognise the dedication and professionalism that defines CCG.

Reflecting on What Matters

National Customer Service Week reminded us why we do what we do. Our teams work hard every day to deliver service that makes a genuine difference to people when they need it most. Whether it’s handling complex claims, communicating clearly during difficult times, or going the extra mile to ensure customers feel heard and supported – these are the moments that matter.

We’re proud of our teams and grateful for the opportunity to celebrate their dedication, professionalism, and the positive impact they have on our customers’ lives. Here’s to another year of exceptional service.