12 Maidstone Borough Council
Cerian Lythgoe joined the Customer Services team nine years ago, working her way up from a Customer Services Advisor in the contact centre to Team Leader.
In this role, Cerian looks after the whole Customer Services team, taking care of the day to day running of our face-to-face and telephone service. As a busy front-line service, the Customer Service Advisors can deal with 21 different services on behalf of other departments. On top of the normal, day-to-day work, they can be called upon to provide an extended service, such as keeping the phone lines open until 10pm on Election days, and providing a 24/7 contact centre during the flooding of early 2014.
What attracted you to the job?
When I first applied to work at the council, I applied for a trainee position within the Customer Services team. I had just finished my A Levels and thought this would be an excellent way to gain experience within the working world, and I was given the opportunity to complete an NVQ. I found that I really enjoyed helping customers and gradually learnt all the services we took calls for, and then became a Senior Customer Service Advisor in 2011.
Borough Update
This is your council newsletter, produced up to four times a year in the Downs Mail newspaper. It is written, edited and designed by the council's communications team, Maidstone House, King Street, Maidstone, Kent ME15 6JQ. Email:
pr@maidstone.gov.uk. Your comments and
suggestions are always welcome. It is typeset by AW design and printed by Newbury News. If you are visually impaired and would like the newsletter text in large print, please call us on 01622 602176, and we will be happy to send you a copy.
The Customer Services Team aims to deal with 80% of enquiries at the first point of contact, passing the enquiry onto another relevant department only in rare circumstances
In June 2015:
• 2,113 customers helped in the Gateway
• 15,509 calls answered in the contact centre
• 2,128 emails answered
What do you like most about your job?
No two days are the same - which is a great way to keep you on your toes and to be ready for the next challenge! I am always faced with
new opportunities to develop my skills, as well as the service we offer for our residents.
What does good customer service mean to you?
As you can imagine, we pride ourselves in providing outstanding customer services to our residents. Listening to our customers, taking our time with them, answering their questions in full and treating everyone fairly are just a few of the ways in which we can ensure we continue to deliver a high level of customer service.
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What’s On! To find out what’s on in Maidstone Borough visit
www.visitmaidstone.com
Workingfor you
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