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We stand out for all the right reasons

Backed by a passion for outstanding customer service,
our aim is to deliver happiness
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We're here to make your life easier

There is no more important aim in business life than making your customers happy. We will go the extra mile, deliver on our promises and find great solutions for you. And if things do go wrong, we’ll take responsibility to fix them quickly

You’ll feel the CCL customer service difference in every thing we do for you - however big or small - throughout the day, every day

“I’ve never had such efficient service in my entire work experience as with you lot!!! Going forward we will always turn to you first.” Founder, Online Retailer

Our Values - we live and breathe these...

  • Passion for what we do – we love what we do and try to be brilliant
  • Integrity at all times – live in the customer’s shoes and do the right thing
  • People – value and respect everyone, listen first, act second
  • Service – live up to what you say you’ll do and keep your promises
  • Innovation – make things better, all the time, even little things
  • Responsibility – make every penny count, treat your customer’s money like your own

Our Guiding Principles - we have high standards...

  • Be honest, enthusiastic and knowledgeable
  • Provide what you say you will, when you will
  • Be proactive, take ownership for what your customers want or need
  • Deal with problems head-on, take responsibility
  • Go the extra mile, make a difference for your customers, help them succeed
  • Take time to do things right, communicate early and well
  • Seek expert support from the rest of the team if you need it

Some of the things we do for you (those little things that make all the difference)

  • We take responsibility for the delivery of your goods and products – whichever carriers you might be using. We put things rights if they go wrong
  • This isn’t a 9 to 5 business, if you need urgent help out-of-hours we have people on call ready to assist
  • You’ll know the exact status of all your shipments at any time – either through our MyCCL portal or from our Customer Operations team who track the progress of shipments
  • If there are forms to be completing for booking shipments, we’ll talk you through anything that’s unclear to help get it right first time
  • We’ll only invoice you once you have proof of delivery (POD), so you know your shipments have been delivered before you make payment
  • Customer care is a core part of our culture – we proactively call all our customers throughout the year to make sure everything is going well

And we don't stop there...

  • We treat complaints as Customer Improvement Opportunities – we review every piece of feedback to see how we can change our service and processes to make things better
  • Whilst we’re sorting out your shipment solutions, we will also look for better ways to do things for you – if we can find one, we’ll let you know
  • It’s a complex world and to we understand that to prosper you might need some help. Our logistics and technology experts are there to support and guide you
  • We answer the phone quickly and if the person you want isn’t there, we’ll try to help - we will always call you back
  • If you call and we need to seek help from someone else in CCL, we eMail the request immediately to that person – and make sure it is dealt with quickly
  • We track everything and proactively spot when things aren’t going as planned – our aim is to find a solution and get it in place before it affects you or your customers
  • Tell us what you think about us – each year we carry out ‘Happiness Reviews’ with customers to find out whether we are delivering what they need and to see if we can do things even better

But don't take our word for it...take a look at what our customers say, and meet the team that do it

Want to experience outstanding customer service?

Call us to find out more