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Contact Centre

We're Here to Help

In December 2006 Oswestry Borough Council made a radical change to the way it dealt with customer enquiries when it opened its Contact Centre.

The small team of Customer Advisors deal with enquiries by telephone and face-to-face at Reception, as well as answering the calls coming to the Council through our switchboard.

Initially, the team worked out of a small office which was far from ideal for our new role. However, we have just moved into a larger, purpose built office with improved telephony which will enable us to handle calls more efficiently.

The Contact Centre now deals with enquiries about council tax; housing and council tax benefit; housing repairs; electoral registration; basic planning enquiries; street cleansing; and concessionary travel. The team members also have a wealth of accumulated knowledge which enables them to offer advice on an even wider range of Council services.

The Council's aim in creating the Contact Centre was to deliver services at "first point of contact" instead of having people passed around from one department to another. So instead of having to ring a variety of numbers, customers can now make just one telephone call and speak to one person to enquire about a range of services.

We now have a suite of interview rooms so that customers may be seen in private if they wish. The rooms will be equipped with computer screens and telephones to enable officers to deal with enquiries fully with the customer present.

We have carried out several satisfaction surveys, and introduced a "Customer Comments" book on Reception. So far, the response has been very positive.

Our next area of improvement will be to totally revamp our Reception area. It will be more welcoming and comfortable, and also more accessible for people with mobility problems. The high counter is being removed and customers will be seated when being seen. It is being designed with wheelchair users in mind so that they are not disadvantaged when they come to see us. 

In conjunction with the physical improvements, the Contact Centre team members are taking professional qualifications so that Oswestry Borough Council provides the highest standard of customer service.

If anyone has any comment they would like to make, good or bad, they can ask to speak to Paul Newns, the Customer Services Team Leader, or use the feedback form available in reception.

Contact Details

Tel: 01691 671111
Email: generalenquiries@oswestry-bc.gov.uk