Council launches resident newsletter during National Customer Service Week

Cheshire East Council has launched a new newsletter to update residents on need-to-know information around council services.

The launch helps mark National Customer Service Week, from today to 8 October, which recognises and celebrates excellent customer service – something the council strives to achieve for all service users, by being open, transparent, and pro-active in its approach to putting the customer first.

Residents can sign up for this newsletter and receive council information directly to their inbox, saving them time contacting the council directly or searching online.

The newsletter coincides with the council’s refreshed approach to listening to the needs of its customers, highlighted in its 2021-2024 customer experience strategy.

This outlines the vision to provide the best possible experience for residents, putting them at the heart of everything it does. It also highlights how a high level of customer service should be prioritised by all individuals, and is something we should all strive for in our everyday interactions.

As part of this strategy the council has committed to better understanding the needs of its customers, reflecting their feedback in the design and delivery of services. This will be supported by a digital approach, to ensure services are flexible, and can adapt to the changing needs of customers in the future.

Cheshire East Council has 70 dedicated customer service agents, who work responding to customer queries, and on average receive 30,000 queries from residents a month through a variety of online, face-to-face and telephone enquiries.

Leader of the Council, Councilor Sam Corcoran, said: “Customer service week offers the perfect opportunity for us to recognise and thank our brilliant customer service teams, who work so hard to respond, and reach out, to the queries of our residents.

“Providing the best possible customer experience is a key priority for us, which is why we’ve committed to reviewing and improving our customer engagement processes. This way, we can better understand the customer journey and ensure we are providing the highest level of customer service in every contact we have with our residents. 

“Through our new residents’ newsletter, we’ll be sharing important, need-to-know information to people around everything from bin collections, council tax help, events in Cheshire East and more. So, I’d urge residents to sign up and benefit from this excellent new facility.”