News : Calderdale Council’s Receives Boost to Customer Services
Oct 31, 2013 -- Customer service has had a financial boost in Calderdale.
The council is set to open a high-tech customer service office where staff will deal with public enquiries and 25,000 calls a month.
The new Customer First office will open on November 11 to replace public counters in various council buildings.
Robin Tuddenham, director of communities, said: "It’s a place where customers can come in and get quick and quality service."
A review into council customer offices earlier this year brought about changes.
Brighouse and Elland Customer First offices had opening hours reduced as the new public office and contact centre opens in Halifax.
Sarah Richardson, customer services manager, said the Horton Street office in Halifax will bring all customer services together under one roof instead of residents having to visit several buildings as before.
She said: "Residents can get advice and information on housing, benefits, planning and licensing services from the centre.
"Staff will be able to help with most enquiries and if they need more expert advice there are new ways to get it quickly."
One of those is video links to specialist staff throughout the council, so if someone has a detailed planning enquiry customer service staff cannot answer they can talk live to planning from the same office.
Self-service machines, installed in all Customer First centres, allow people to pay for bills including Council Tax and water bills.
Floor walkers will help those less IT savvy, there are still manned cash desks and one Apprentice has been employed to help residents use the council’s website.
DWP, JobCentre and Citizens Advice staff will be based at the Horton Street office.
Posted by Veronica Silva Cusi, news correspondent
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