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The Customer Service team at Hastings District Council has claimed the runner-up spot in the Team of the Year Awards at the Association of Local Government Information Management (ALGIM) Symposium.
The competition is open to all councils around the country and the Team of the Year award recognises outstanding teams who provide high quality customer service. This award was established in 2010 and provides the opportunity for teams – either call centres or front of house – to demonstrate the difference the team has made to the organisation and its customers.
Group Manager Corporate and Customer Services Mike Maguire says “It has been a two year journey of transformation for the team at the Customer Service Centre. Major changes to the way we operate were signalled following a review in 2009. The focus was to streamline the way council deals with its clients and create a service centre which would become a “one stop shop”. Along with a major redevelopment of the front of house facilities, a new telephone system was installed and a new training programme for staff ensured that callers are helped directly or referred to the most appropriate person.”
Mike Maguire says “The installation of the new telephone technology has allowed us to monitor our performance and set realistic goals. Our goal is to have 80% of incoming calls answered within 20 seconds and it is pleasing that in the 2011/212 year, the team achieved an 81% record.”
“This award from ALGIM is recognition of a desire by council to improve its front of house performance and is a tribute to the whole Customer Service team for their dedication to achieving the goals set by Council. We have come a long way over the past two years but the development doesn’t stop. Council will continue to develop new and improved ways of bringing quality service to our customers.”
In addition to bringing home the Team of the Year runner-up award, Hastings District Council Customer Service Team Leader Angela Hirst won the inaugural ALGIM Customer Service Professional Development award.
Mike Maguire says “This award is a credit to Angela and her team at the Customer Service Centre. It will assist her in undertaking further professional development which will ultimately be reflected in the service which will be delivered by the Service Centre team.”