Customer Services Charter
Customer Contact Team
The Customer Contact team delivers a multi-channelled, digitally focused customer experience. We are committed to making customer contact cost effective for the Council and quicker and easier for our residents. The team has responsibility for:
- Delivering a high-quality contact service to residents, other Council customers and internal clients across the range of channels available
- Providing a source of quality information, keeping current with updates and changes
- Identifying barriers to digital access and delivery
Customer Contact Advisors work in the Customer Contact Centre and on Reception as the first point of contact for majority of the enquiries coming into the council.
Customer Contact Centre
Telephone contact:
Using specialist telephone technology in our contact centre, we answer and resolve a high volume of calls from customers relating to a wide range of Council services whilst ensuring that:
- information is delivered in a succinct, pleasant, confident and consistently positive manner.
- callers are provided with options when possible.
- callers feel well-informed, validated and satisfied.
- calls are resolved at first point of contact where possible.
- callers are informed of the self-service facilities available on the Council’s website.
Customer Contact Call Recording Policy 2025
Digital contact:
- Maintain content on the Council’s transactional website.
- Interact with customers by replying to social media enquiries on Twitter, Facebook, Instagram, Nextdoor and LinkedIn.
Face-to-face contact:
- Provide a face-to-face service to customers at the Town Hall reception.
Supplementary tasks:
- Coordinate the Council’s responses to FOI requests.
- Allocate Customer complaints to the relevant internal teams using our complaints system.
- Respond to contact forms that come in via our website.
- Respond to emails about our Planning service.