Eastbourne Borough Council

About

Customer First is a Customer centric team delivering efficient and responsive services for Eastbourne

Story

Customer First represents a universal approach to customer contact and case work. Its provides the primary point of contact for all customers of the Council and uses technology to increase our ability to resolve customer issues at the first point of contact; when this is not possible we are responsible for the management of the customers case on an ongoing basis.

Customer Fist consists of five teams:

• Customer Contact
• Case Management
• Account Management
• Neighbourhood First
• Specialist Advisors

Initial customer contact takes place in the Customer Contact team where the majority of requests are resolved at the first point of contact or through the Neighbourhood First team offering a similar level of service but out in the Neighbourhood. Where a genuine process is required by a customer this is routed directly to the Case Management and Account Management teams where the focus is on highly efficient processes and customer service. Complex or crisis cases are routed directly to the Specialist Advisory team to deal with.

Customers are able to access our services through a range of channels including face to face, telephone and online to improve their service experience.