Customer Service

Head of Customer Service Paul Wood is responsible for the Customer Service Centre and for the continual development of customer service across the organisation.

As part of the drive to improve the service we provide to our customers we have adopted the statement Delivering Customer Service we're Proud of... to describe the service we aim to deliver to customers.

Public sector organisations are facing unprecedented financial constraints, having to make difficult choices with limited resources. While we know that at times this will have an effect on the service levels we are able to deliver even if we cannot always do what customers want as quickly as we would like to, the way we deal with the enquiries, and how we explain our decisions is still something we are proud of in the delivery of an affordable customer focussed service.

One of our key priorities has been to achieve the Cabinet Office Customer Service Excellence standard accreditation for each division leading to full corprate accreditation.

This was a three year project which began in 2008 and was was completed during December 2011 when Winchester City Council become one of a small number of district councils to achieve corporate accreditation.

Click this link to find out more about the standard

By developing our services in line with the standard we have been able to focus on, and improve, the areas that research has confirmed are important to our customers,

Delivery
Timeliness
Information
Professionalism
Staff attitude.

Achieving the accreditation is not the end of this journey, we know we still have work to do in facing the challenges of delivering the customer service our customers rightly expect in exciting and innovotive ways, developing our use of the website to help customers access information and services, this will include using social media, Twitter, and Facebook.

Our mantra is now evolving to include the line "People when you need to talk to us, technology when you don't..."

Head of Customer Service, Paul Wood

Telephone: 01962 840 222

email: pwood@winchester.gov.uk