The Head of Contact Centre Services is Mark Andrews.
Based at St Ives, this service is the first point of contact for a growing number of services delivered by Cambridgeshire County Council. Acting as the link between the public and the service department, the Contact Centre enables the Council to benefit from the economies of scale available.
- Deliver the operational Contact Centre from 8am to 8pm Monday to Friday and 9am to 1pm on Saturday from two purpose built buildings in St Ives. The Contact Centre is closed on Sundays and Bank Holidays.
- Design, develop and manage the implementation of services into the Contact Centre, working to achieve maximum efficiencies and customer service
- Develop, manage and support the county's Customer Relationship Management System (CRM) used across the authority to manage contact history
- Develop, manage and support the Contact Centre telephony system based on the county's AVAYA VOIP solution
- Customer feedback management and complaints
County services include:
- Adults & Older People’s Social Services
- Occupational Therapy
- Two Children’s Social Services teams
- Blue Badges
- Libraries and Information
- Waste Management
- Trading Standards (until launch of Consumer Direct)
We also take calls for the following South Cambs District Council services:
- Environmental Health & Services
- Revenues
- Housing
- Switchboard