The Customer Contact function provides intermediary services on behalf of East Lindsey District Council and South Holland District Council and provides first line contact to their residents through a number of access channels including telephone, face to face, social media and email, equating to ½ million contacts per annum.
Leading a multi-site operation with a multi skilled workforce, provides excellent response rates to customers, through an agile and responsive suite of skills that can be maximised through forecasted demand, even at peak times, as well as serving effectively in Business Continuity situations.
Trained and professional staff are agile to very different needs of the customer, effectively signposting those that want to interact digitally and providing support to vulnerable members of their respective communities and providing consistently high levels of service.
We ensure that the service is compliant around PSN, PCI-DSS and GDPR and provide robust service level agreements with each client authority. KPIs are reviewed and agreed annually, ensuring they remain fit for purpose and meet our clients' customer charters.
We are committed to providing an innovative digital transformation of services, allowing customers to interact with us at a time to suit them via self-service, as well as providing efficient assisted service when required. Ongoing training within Customer Contact throughout transformation will increase first-contact resolutions, reduce avoidable contact and maximise customer satisfaction.