Our Customer Service Centre is open from Monday to Friday between 8:00am and 6:00pm and handles e-mails, telephone calls and post regarding the following services:
Who's in charge?
The Customer Service Centre Manager is Leanne Hanwell. Leanne heads a team of 3 Team Leaders and 25 full time equivalent Customer Service Advisors.
To contact us with any compliments, suggestions or complaints about the service you have received from the Customer Service Centre, please complete our online form.
Our performance - April 2012
We measure our performance against our Customer Service Standards.
What does Service Level mean?
Service level is the percentage of calls we answer within 20 seconds.
Our target service level is 80%. The traffic light symbols below show whether we have met this target for each of our services.
A green symbol indicates we met service level
A yellow symbol indicates that we were close to meeting service level
A red symbol indicates that we failed to meet service level
What are abandoned calls?
Calls are abandoned if our advisors are not able to answer them before the customer hangs up.
Responding to your telephone calls - April
| Adult Care Team |
2419 |
271 |
44% |
| Adult Learning |
419 |
10 |
74% |
| Children and Young People |
3367 |
270 |
57% |
| Libraries |
1841 |
148 |
63% |
| Other |
4277 |
170 |
73% |
| Registrations Service |
4071 |
153 |
68% |
| School Admissions |
1315 |
36 |
66% |
| Street Doctor |
1609 |
122 |
58% |
| Overall |
19318 |
1180 |
63% |
Blue Badge
In January 2012, we supplied 99.2% of Blue Badges within 6 weeks. For more information about the Blue Badge service, please visit the Blue Badge webpage.
Customer satisfaction survey
From April 2011 to January 2012 we asked our customers if they were happy with the service they received. Download the results below:
Our next customer satisfaction survey will be in June 2012.
Customer feedback overview
Download a summary of the unsolicited feedback we received between April and December 2011:
Recording of calls
The telephone system automatically records calls to the Customer Service Centre. We don't download, transcribe or listen to calls except when:
- We use random samples for training and development purposes to help us identify best practice and continually improve customers' experiences.
- We receive a complaint about how a call was handled. If we have the relevant call details we may listen to the call to help us decide whether or not to uphold the complaint.