Information on Leicester

people arguing or complaining

LEICESTER City Council is focusing on a new action plan set to improve the way it provides customer service and handles complaints and comments from local residents. A budget settlement of £800,000 for 2008/09 has been allocated to improve the customer experience.

The priorities of the customer access strategy include enhancing the telephone access to council services by recruiting additional staff, developing comprehensive training programmes and investing in new interactive technology. Currently, over 70% of people prefer to contact the council by telephone.

Links will be improved between service delivery teams and front line staff so that advice and information given by customer services is of the highest quality. The way the council manages its complaints is another priority, with a new process being put in place to ensure they are handled efficiently.

The plan also includes opening a new customer service centre as part of the new LIFT centre in Charnwood, extending the opening hours of the council’s phoneline and developing the council’s website, www.leicester.gov.uk.

Councillor Ross Willmott, Leader of Leicester City Council, said: “We aim to make sure that everyone who contacts the council, whether it be by phone, face-to-face or the web, gets all the help they need. “This plan is all about placing the customer at the heart of everything we do and by encouraging Leicester residents to feed back on council services, we can shape and improve the services we deliver.”

For more information visit www.leicester.gov.uk or telephone 0116 252 7000.

 

 

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