Contact Harlow Wins Award
Harlow Council’s effort to put its customers
first has been recognised with its Contact
Harlow service being awarded a West Essex Business Award 2006
in the customer service category.
The award ceremony, which took place at
Down Hall Hotel, Hatfield Heath on Friday (8th Sept), was
hosted by TV presenter Jan Leeming.
Contact Harlow is the Council's Customer Contact
Centre and deals with more than 10,000 transactions regarding
Council services per week. This includes incoming enquiries,
comments and complaints either by face to face, by telephone, email
and website.
The service is made up of 30 advisors and is
open 8am to 6pm Monday to Friday and 9am to 12pm on Saturdays. All
staff are trained to allow the service to react to customer
requests instantly and to cope with the demand and diverse nature
of enquiries.
Joint Council Leader Tony Durcan said: “After
winning this award I’m absolutely delighted for our staff and for
everyone else in the Council who are working hard to improve our
reputation. Our staff in Contact Harlow work hard to deliver high
performing customer focussed services and this award recognises
their efforts.”
Joint Council Leader Chris Millington, added:
“I’m equally delighted by this achievement. This award along with
the recent mystery shopping exercise shows that Contact Harlow is
providing a first class service for the Council’s customers.
Although our residents may not always choose to use our services,
this doesn’t mean they shouldn’t get excellent service. That’s why
Contact Harlow will continue to provide the very best level of
service.”
Simon Pipe, Customer Services Manager at
Harlow Council, who collected the award, said: “I was absolutely
thrilled for all the staff when Contact Harlow was named the winner
of the Customer Service category. Each and every member of staff in
the service has earned this award with their commitment and
dedication towards providing a high level of customer service.”
Harlow Council sponsored the Environmental
Award category in support of its top priority – a clean, safe and
sustainable environment.
Ends
Note to editors:
Independent company RBA Research undertook a
mystery shopping exercise at Contact Harlow in June. The findings
revealed that Harlow’s standards of customer service are very high,
and compare with the best in the country. Follow this link for more information.
14 September 2006