CUSTOMER services at Middlesbrough House have been placed in an elite category and praised for delivering “over and above” expectations.
Middlesbrough Council, who work in partnership with Kier Business Services who are responsible for the delivery of revenue and benefits, has been assessed and awarded the Customer Service Excellence accreditation for the 18th year running.
In the last financial year more than 150,000 customers were helped with queries by the team at the Corporation Road office.
This year, the assessor identified that the service as “demonstrated innovation and are delivering services elements that are beneficial for customers and are over and above their expectation. Three out of five areas assessed were confirmed as being Compliance Plus.
“Achieving Compliance Plus means your organisation is amongst the elite and contributes to setting the standard other services providers can strive for.”
The three points made in the recognition of the Middlesbrough House services were that:
- We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.
- We provide our customers with the information they need in ways which meet their needs and preferences, using a variety of appropriate channels.
- We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers.
Cllr Nicky Walker, Middlesbrough Council’s Executive Member for Finance and Governance, said: “This award reaffirms what we already knew, that staff at Middlesbrough House go above and beyond the call of duty to help people of Middlesbrough find their way through what can often be complicated matters in relation to accessing welfare assistance.
“I would like to thank the whole team for their hard work and dedication in assisting the public and congratulate them on a thoroughly deserved award.”
For 24/7 access to revenues and benefits services go to www.middlesbrough.gov.uk/MyServices where you can review your council tax information, make a payment as well as making a new benefit claim, report a change in circumstances and submit supporting information.