Customer First programme - Annual Report 2022 to 2023

We will ensure that:

• new members of staff complete the mandatory Customer First training as part of their induction
• customer focus is demonstrated in job descriptions
• call shadowing is offered in our Customer Service Centres to understand the breadth of customer enquiries and our services better

Existing staff will be provided with:

• ongoing training and development options focused on providing a high quality customer experience
• access to and the opportunity to become a Customer First Champion for their service area to act as an advocate and encourage enhanced customer focus
• call shadowing opportunities
• access to performance and insight data monitoring reports and tools

We use plain English for communicating with our customers and aim to:

• provide easy, simple ways to contact us online, through the telephone or in person
• provide the same great experience whichever channel they choose
• keep customers updated on their service request
• let customers know how long it will be take to complete their request
• invite any Buckinghamshire resident over 18 to join our Customer Partnership Panel to get involved in service improvements and have the opportunity to input their opinions
• provide the opportunity to give feedback after receiving a service from us
• offer a voice and document translation service for customers who require it