24 March 2015

People contacting Northamptonshire County Council’s Customer Service Centre can expect ‘excellent customer service’, according to a government assessor.

The Customer Service Centre and the web and digital team, which respond to phone calls and online enquiries to the county council, have achieved the Customer Service Excellence standard for the second year running.

The standard is awarded by the Cabinet Office in recognition of speed of response, information provided, professionalism and staff attitude.

High praise

The assessor’s report praises the council’s ‘commitment to excellent customer service’, describing advisors as polite and fair and commending the enthusiasm and leadership of team managers.

Open between 8am and 6pm Monday to Friday, the council’s Customer Service Centre deals with 5,000 contacts relating to topics ranging from school places to adult social care, while the website receives 205,000 visits a week. The Professional Support Team, which answers the more complex adult social care enquiries, was also included in the achievement of the standard.

Latest performance figures show that 92% of calls were answered within 20 seconds in February.

'Very best service'

Cllr Robin Brown, county council cabinet member for public health and wellbeing, said: “This is an excellent endorsement of the hard work of the Customer Service Centre and the web and digital team to ensure that we deliver the very best service for anyone making contact with the council.

“When residents come to us for help or information, it’s important that they get a prompt response, with reliable information from professional staff – and that’s exactly what they can expect from the Customer Service Centre and the website.

“I would like to offer my congratulations to manager Leanne Hanwell and the whole team who should be very proud to have achieved the Customer Service Excellence standard yet again.”