Webinar: Creating an Inclusive Service for all

Webinar: Creating an Inclusive Service for all

BSI Kitemark™ for inclusive service

BSI Kitemark™ for inclusive service
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Inclusive Services Kitemark small
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As the last few years have shown, we can all become vulnerable at any time in our lives. A recent report from the FCA shows that 27.7 million adults in the UK have characteristics of vulnerability triggered by factors such as hardship, relationship breakdowns and ill health. As consumers, this vulnerability can make it harder to make smart, informed decisions when dealing with organizations.

This Kitemark scheme is based on ISO 22458:2022. This International Standard specifies requirements and guidelines for organizations on how to design and deliver fair, flexible and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm. It covers organizational culture and strategy, inclusive design and how to identify and respond to consumer vulnerability.

During this webinar we will provide you with:

  • Overview of the International standard for Consumer vulnerability (ISO 22458:2022)
  • How BSI Inclusive Kitemark can benefit your organizations
  • How you can join the certification scheme
  • Panel discussion (Q&A)
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Our Kitemark schemes for inclusive service can provide the following:

  • Increased accessibility - Focus on how services can be made available and accessible to all. Whether it be an emphasis on using clear, concise language to help those with literacy/cognitive problems or providing multiple communication channels.

  • Strengthen skills - No business wants to cause its customers needless distress or difficulty. Staff morale and skill levels improve when they are equipped to help people. Employees should be authorized to exercise discretion in managing vulnerable customers, which can be rewarding and interesting.

  • Compliance - Demonstrate to your regulators that you anticipate and meet the needs of your customers. Win more business whilst increasing stakeholder confidence with the service you provide to all customers - regardless of circumstance. 

  • Brand protection - Avoid negative publicity as a result of getting customer service wrong. We’ve all seen newspaper consumer interest stories about elderly people being treated poorly by utility companies, or recently bereaved people given harsh treatment. While this level of service is seldom deliberate, having processes in place will help to prevent this damaging publicity.

Meet our speakers:

Natasha Bambridge, Global Consumer Promise Practice Director

With over 20 years in the Testing, Inspection & Certification industry, Natasha leads the BSI practice for Consumer Promise which enables organizations to independently verify claims which impact consumers from Service excellence through to Sustainability.

Chris Parry, Senior Business Development Manager

Chris joined BSI in 2018 heading up our Consumer Promise offering and due to his extensive work in this field, is now our Consumer Promise Product Specialist. Chris’ goal is to help organizations improve their offering to customers, especially those deemed vulnerable and has been involved in the development of the recently launched Inclusive Service Kitemark.

Jo Howcroft, Business Development Manager

Jo Howcroft is the UK & Ireland business development manager for the Consumer Promise Kitemark schemes at BSI. With a career spanning insurance, marketing and certification, Jo has a passion for equity, diversity and inclusion in all its forms.

Don't miss this webinar focusing on the BSI Inclusive service Kitemark and the benefits it can bring to your organization. 

Watch on demand