Customer Service Centre
As part of our priorities to improve access for all customers to council services we have introduced a Customer Service Centre. Our goal is to deliver a one-stop shop function ensuring consistency in delivery of customer service, no matter how you choose to contact us.
We are investing in customer service and through the introduction of a new telephone and computer system our aim is to resolve 80% of your enquiries at first point of contact.
We also aim to achieve 90% in relation to customer service satisfaction. During the month of February 93% of our customers were satisfied with our service.
The Customer Service Centre will develop into the hub of North Devon Council. We will be working across the authority to act as an advocate for customers and improve the efficiency and effectiveness of the organisation from a customer perspective.
In the long term, we will also be investing in improving our links Devonwide to enable us to contact third party organisations on your behalf and ensure you only need to make one contact, who you can trust to resolve your issue.
The Customer Service Centre team members got together to develop a mission statement outlining their goals and they came up with the following objectives -"Our aim is to provide a prompt, friendly, professional and efficient first point of contact; delivering a first class customer service every time. We aim to be an advocate for customers, taking ownership and going the extra mile in order to keep our promises and resolve problems to help improve the Council for all our customers across North Devon."
We can offer help and advice regarding:
Council Tax and Housing Benefit i.e. accept evidence in support of benefit claims (face to face only)
Electoral i.e. view electoral roll, applications for inclusion in electoral roll (face to face only)
Environmental Health i.e. report noise nuisance, report food poisoning and associated health and safety issues, housing repair and grant information, report lost and found dogs, issue licences i.e. Hackney, Temporary Event Notices
Housing Options i.e. advise on position on housing register and Choice Based Letting scheme, advise on housing options and enable referral to officer
Land Charges i.e. view pre-arranged land charge information (face to face only)
Parking i.e. advise where to park, explain parking fines and appeal process, issue parking permits
Planning i.e. explain the planning and appeal process, view or copy planning applications, advise on Listed Building and Tree Preservation Orders, issue block and location plans
Recruitment i.e. advise regarding process and supply application pack
Sports i.e. bookings for supersports scheme
Waste and recycling i.e. Order new or replacement waste receptacles.
Report graffiti, flytipping, abandoned vehicles, arrange bulky waste and clinical waste collections
General advice i.e. Take payments and receipt paperwork for all North Devon Council services and help customers access our website, organise room bookings, receive visitors and support services such as language line. We also operate the switchboard service and a general enquiries/signposting service, which includes issuing companion bus passes.
Performance
We will report on our performance every month, showing how many enquiries we handled.
Customer Service Centre consultation
From May to August 2009 the North Devon Council Customer Service Centre completed a consultation with residents across North Devon.
The main aim was to understand what customers felt about our current opening times and accessibility across the district to give us a view on forming future direction and strategy in order to meet local customer needs.
From this 82% of customers felt our existing opening times met the needs of local people. You can read full consultation results (Word 894 kB)
Contact details
You can contact the Customer Service Centre by various means
General enquiries: 01271 327711
For Typetalk: precede with 18001
Fax: 01271 388451
Email us: customerservices@northdevon.gov.uk
Face to face, at the Civic Centre, the Amory centre and the Ilfracombe centre.
Emma Ingle is the Customer Service Centre manager
If you have any questions regarding the development and future plans of the Customer Service Centre, or would like to comment on any aspect of the service please call me on 01271 327711 or email emma.ingle@northdevon.gov.uk.
Our commitments to you
We are accessible
Our Customer Service Centre operates from 9.00 am to 5.00 pm Monday to Friday to handle telephone, face to face and online enquiries. We also have an offices in South Molton and Ilfracombe .
We are responsible and accountable
Our staff will wear identity badges, give their name on the phone, in all letters and email messages. We will be responsible and accountable for the accuracy of our work and committed to staff development so we can help you more efficiently. Where we are not able to provide information, we will liaise with the necessary departments to get your enquiry resolved.
We are fair and inclusive
We will always try to treat you fairly and consistently. We recognise we have customers with different needs and aim to ensure everyone receives the same level of service. We aim to write all information using plain English and offer a variety of formats to suit our customers needs.
We are professional, caring and courteous
Our staff will behave in a polite and professional manner. We aim to provide a polite, welcoming and efficient service, resolving your enquiry first time where possible. In return we expect our staff to be treated in the same way and will not tolerate verbal or physical abuse against them.
As part of our priorities to improve access for all customers to council services we have introduced a Customer Service Centre. Our goal is to deliver a one-stop shop function ensuring consistency in delivery of customer service, no matter how you choose to contact us.
We are investing in customer service and through the introduction of a new telephone and computer system our aim is to resolve 80% of your enquiries at first point of contact.
We also aim to achieve 90% in relation to customer service satisfaction. During the month of February 93% of our customers were satisfied with our service.
The Customer Service Centre will develop into the hub of North Devon Council. We will be working across the authority to act as an advocate for customers and improve the efficiency and effectiveness of the organisation from a customer perspective.
In the long term, we will also be investing in improving our links Devonwide to enable us to contact third party organisations on your behalf and ensure you only need to make one contact, who you can trust to resolve your issue.
The Customer Service Centre team members got together to develop a mission statement outlining their goals and they came up with the following objectives -"Our aim is to provide a prompt, friendly, professional and efficient first point of contact; delivering a first class customer service every time. We aim to be an advocate for customers, taking ownership and going the extra mile in order to keep our promises and resolve problems to help improve the Council for all our customers across North Devon."
We can offer help and advice regarding:
Council Tax and Housing Benefit i.e. accept evidence in support of benefit claims (face to face only)
Electoral i.e. view electoral roll, applications for inclusion in electoral roll (face to face only)
Environmental Health i.e. report noise nuisance, report food poisoning and associated health and safety issues, housing repair and grant information, report lost and found dogs, issue licences i.e. Hackney, Temporary Event Notices
Housing Options i.e. advise on position on housing register and Choice Based Letting scheme, advise on housing options and enable referral to officer
Land Charges i.e. view pre-arranged land charge information (face to face only)
Parking i.e. advise where to park, explain parking fines and appeal process, issue parking permits
Planning i.e. explain the planning and appeal process, view or copy planning applications, advise on Listed Building and Tree Preservation Orders, issue block and location plans
Recruitment i.e. advise regarding process and supply application pack
Sports i.e. bookings for supersports scheme
Waste and recycling i.e. Order new or replacement waste receptacles.
Report graffiti, flytipping, abandoned vehicles, arrange bulky waste and clinical waste collections
General advice i.e. Take payments and receipt paperwork for all North Devon Council services and help customers access our website, organise room bookings, receive visitors and support services such as language line. We also operate the switchboard service and a general enquiries/signposting service, which includes issuing companion bus passes.
Performance
We will report on our performance every month, showing how many enquiries we handled.
Customer Service Centre consultation
From May to August 2009 the North Devon Council Customer Service Centre completed a consultation with residents across North Devon.
The main aim was to understand what customers felt about our current opening times and accessibility across the district to give us a view on forming future direction and strategy in order to meet local customer needs.
From this 82% of customers felt our existing opening times met the needs of local people. You can read full consultation results (Word 894 kB)
Contact details
You can contact the Customer Service Centre by various means
General enquiries: 01271 327711
For Typetalk: precede with 18001
Fax: 01271 388451
Email us: customerservices@northdevon.gov.uk
Face to face, at the Civic Centre, the Amory centre and the Ilfracombe centre.
Emma Ingle is the Customer Service Centre manager
If you have any questions regarding the development and future plans of the Customer Service Centre, or would like to comment on any aspect of the service please call me on 01271 327711 or email emma.ingle@northdevon.gov.uk.
Our commitments to you
We are accessible
Our Customer Service Centre operates from 9.00 am to 5.00 pm Monday to Friday to handle telephone, face to face and online enquiries. We also have an offices in South Molton and Ilfracombe .
We are responsible and accountable
Our staff will wear identity badges, give their name on the phone, in all letters and email messages. We will be responsible and accountable for the accuracy of our work and committed to staff development so we can help you more efficiently. Where we are not able to provide information, we will liaise with the necessary departments to get your enquiry resolved.
We are fair and inclusive
We will always try to treat you fairly and consistently. We recognise we have customers with different needs and aim to ensure everyone receives the same level of service. We aim to write all information using plain English and offer a variety of formats to suit our customers needs.
We are professional, caring and courteous
Our staff will behave in a polite and professional manner. We aim to provide a polite, welcoming and efficient service, resolving your enquiry first time where possible. In return we expect our staff to be treated in the same way and will not tolerate verbal or physical abuse against them.
