The aims of the service
The aims of the service are: -
- Deliver efficient, high quality and effective customer service
- Ensure the customer leaves Customer Services feeling they have been dealt with in a professional manner confident their
enquiry is either in progress or resolved
- Act as facilitators between the customer and departments
- Be personally responsible for all enquiries from the first point of contact through to completion
- Challenge existing service delivery and push boundaries on behalf of customers
- Answer telephone calls within five ring
- Provide a courteous and accurate response to all enquiries, including those requiring specific expertise
- Provide a Courteous and helpful reception service
- Reply to correspondence, including faxes and e-mails, within two working days
- Investigate and respond to complaints within five working days. If a customer is still dissatisfied with the outcome,
the complaint will be directed to the appropriate service manager for resolution within ten working days
- Provide appropriate information about Sedgefield Borough Council services