London Borough of Newham

"Newham council works hard to make the borough a place where people choose to live, work and stay. The Top 50 Call Centres will benchmark a key aspect of the Council’s service delivery, giving us a chance to optimise our performance not in only in service level delivery, but modern, quality customer contact that reflects our strategy for making Newham a high performing, highly customer focussed organisation that delivers the kind of excellent services we know our community deserves. After participating last year, we are confident that valuable lessons have been learned for significant improvement in 2010"

Dan Cuthbert, Head of Customer Service Logistics,
London Borough of Newham

Newham’s Contact Centre prides itself on the services it offers to its residents, operating from 8am to 8pm Monday to Friday and 9am to 1pm on Saturdays.

Covering the whole range of our diverse Council services, with ambitious targets applied to our 20,000 calls every week.

The service also now deals with e-mails for the Council, one aspect of a development plan that will see the business of the contact centre grow steadily over the next three years as more and more Council services are offered through this corporate resource.

All our colleagues in the contact centre operate as part of a seamless Front Office which has been created to ensure our residents’ needs are met. With Newham one of the most diverse communities in Britain with over 100 languages spoken, this focus on devising and delivering responsive services is a key reason why the Council sees the contact centre as a major resource for delivering the best possible customer service.