Melton Council wins customer service acclaim

The Melton Borough Council logo EMN-151218-141925001
The Melton Borough Council logo EMN-151218-141925001
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Assessors from the Cabinet Office have recognised the excellence of Melton Council’s customer service and the way the authority treats its employees.

The council was awarded a prestigious customer service excellence (CSE) standard as well as retaining its Investors in People (IIP) accreditation.

External assessors visited the authority in October and consulted with staff, partners, councillors and customers.

One of the comments they made in a report stated: “There is strong commitment to putting the customer at the heart of the service delivery and the senior leadership team actively support and advocate for the customer.”

And another read: “The council have truly embraced partnership working with the aim of providing a one-stop shop to support customers in dealing with specific issues.”

The authority was also praised for the way it supports businesses in the borough and works with them to attract customers and tourists to Melton.

Chief executive Lynn Aisbett said: “Strong customer service is vitally important to enable us to carry out the council’s vision of enhancing the quality of life for our residents and achieving a sustainable, prosperous and vibrant community.

“Our commitment to continuous improvement has resulted in this accolade and I am very pleased this has been recognised and proud of all the staff who contributed to this success.

“The results of this assessment also shows further areas we can improve on so we can continue to strive to improve our customer service.”

Council leader Byron Rhodes added: “Achieving the customer service excellence standard is a real endorsement of the council’s commitment to excellent service delivery.

“I congratulate the staff across all the partnerships in Melton who deliver our services and have contributed to this success.”

The council has held the IIP award since 2005 but his was the first time the authority has been assessed against the CSE standard for customer service delivery, for which it was required to show compliance across five key service areas and was tested against 57 assessment criteria.

The assessor spoke to 40 staff in different roles, observed customer service in action in reception and in the call centre, visited Me and My Learning at Phoenix House and consulted a range of key customers and stakeholders.