Customer service contact centre standards
Our highly trained staff can offer you information, help and
advice on all council services. We offer a friendly and
professional service to our customers.
Our promise to you
- To make sure our advisors are trained to answer your calls
within 30 seconds.
- If we can’t answer your enquiry we will find you someone who
can.
- We will treat you fairly and make sure that we act within the
law.
- We will protect your information to keep what is personal to
you private
- We will treat you with dignity and respect in all that we do
for you.
- We will provide a high quality service and take steps to make
sure that this is the case
Opening hours
The contact centre is open Monday to Friday 9am to 5pm
and Saturday 10am to 12.30pm. We also provide an
out of hours emergency service and the option for you to leave a
message for us to call you back the following day.
If things go wrong
We want you to be happy with the service you receive from
us. However if this is not the case, please speak to the
Team Leader on duty who will look into the issue and do their best
to resolve it for you. If you would like to speak to the Contact
Centre Manager please ask for Paula McNicholas.
However, if you are not satisfied with the outcome you can make
a formal complaint by following the council's complaints
procedure.
If you would like to find out how we are performing and about
the service improvements we have made, visit our customer services
page.