Customer Contact

Customer Contact provide the first point of contact for many of the councils' customers and residents, providing high quality services through a range of different contact methods including telephony, face-to-face, social media, administration and email. Supporting a property base in excess of 121,000 and responding to approximately ½ million contacts per year, we consistently deliver exceptional standards of customer satisfaction and we have many years' experience in dealing with high volumes and peaks in demand.

We operate from various locations, including council offices and local customer access points. Our staff are highly skilled and versatile, which allows them to support a wide range of council services and using different contact methods.

Our team members are well trained, highly skilled and professional in their delivery of services that meet differing customer needs, which will include signposting to digital channels wherever beneficial or providing more hands-on support to our vulnerable customers.

We are already delivering outstanding services, but we are focused on continual improvement and we embrace company and client council ambitions for transforming how customers access our services. In the near future we expect to be leading the way in implementing changes that will allow customers to interact with us digitally more often, which will be quicker, easier, and at a time of their choosing. We aspire to be more accessible, to increase first-contact resolution, to reduce avoidable contact and to maintain high levels of customer satisfaction.