Customer First programme - Annual Report 2021 to 2022

We will ensure that new members of staff:

• are given Customer First training as a priority when they join the council (starting from January 2023)
• have a customer element in their job description
• are offered call shadowing in customer services to understand our customers better

Existing staff will be provided with:

• mandatory Customer First training to ensure our service standards are high
• access to Customer Service Champions from across the business who can share good practice and improvement experiences
• call shadowing opportunities and quality monitoring
• performance and insight data monitoring
• a listening tool to identify problems or issues and quick improvement opportunities

We've improved our communication with customers by:

• offering different methods of contact to suit each customer
• providing the same great experience whichever channel they choose
• planning to launch the Customer Partnership Panel in 2023 - this will give residents direct input to service development
• providing opportunities for customers to give instant feedback after receiving a service