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Front line services
Directors and Managers were back to the shop floor as part of
National Customer Service week in October.
New Managing Director, Sandy Hopkins, along with her colleagues,
left their desks and joined front line staff to take calls from
residents, cut the borough grass, collect refuse and recycling and
go on patrol with pest control and parking attendants.
Many services took part in this week-long national campaign
which raises awareness of the crucial role customer service
professionals have in the delivery of council services. 45,000
visitors have called in at the council’s main reception with staff
answering 82,000 calls in the past twelve months.
Sandy Hopkins said, “It’s such a worthwhile exercise, it gives
those of us who set the long term goals of the organisation the
chance to go out and see the services being delivered and thank
staff personally for their hard work. With over 400 staff I don’t
know everyone but this is a good place to start.”
Appointed to her new role in September, Sandy, previously
Corporate Director within the council, wants to ensure services
continue to improve and respond more personally to customer needs.
Sandy said “Customer expectations continually rise, we need to be
able to meet these whilst making the most of the council’s income
and reducing expenditure through more efficient procurement of
goods and services. It is my job to provide continued stability for
the organisation and encourage the delivery of innovative
responsive and high quality services across the borough. “