The Customer Services Organisation

With the customer being primary focus, the customer service organisation will:

Improve Accessibility

Citizens will be able to choose from:

• Face to Face Contact
• Telephone Contact
• Self Service through the Internet

Deliver Service Excellence

The service will be provided by well trained people who:

• Are empowered to make decisions
• Have consistent ways of working

Join Up Service Delivery

We will have technolgy that:

• Gives a full picture of all the citizen interactions in 'real time'
• Connects all Council Services and those provided by Partners e.g. Police, Health, Voluntary Sector

Realise a 'One Council' Culture

Customer Services will:

• Deliver a range of services
• Be knowledgable of them and
• Be able to fix them

To support this vision the Organisation are supportive of the Council’s Customer Service Strategy mission statement of “Driving Change to make a positive difference”

By encompassing this vision and empowering staff to believe in and take ownership of the Vision the Council’s aims and objectives will be met.

The Customer Services Organisation has created a set of values for all members of staff to operate against.

Values of the Organisation

Support

• To educate our customers by giving them an explanation.
• To be an advocate for our customers.
• To own the customers problem or request.
• To Show respect to our Customers.

Serve

• To understand and meet the needs of all customers.
• To deal with customers at their first point of contact or only pass on once.
• To be transparent and offer a consistent approach.
• To contact our customers in whichever way is convenient to them and explain what we CAN do.

Delight

• Acknowledge customers individuality.
• To go the extra mileTo ad value and sell the Council.
• To leave the customer happier than before they came to us.
• To leave customers feeling that they have had a positive experience.

These values, behaviours and our staff charter will be owned and delivered by every member of staff who works within Customer Services. Evidence of our behaviour and approach will be demonstrated at regular one-to-one meetings and via Personal performance reviews.

It is not always how quickly we can deal with the customer but the quality of the service that is provided.

Customers will be informed of what to expect when requesting a service or making a complaint and be provided with anticipated timescales and clear guidance to ensure that when either they leave the One Stop Shop, put the phone down or leave the web they understand what will happen next.