Elevate's Customer Services

Elevate East London Customer Services

The Customer Service department manages the majority of the Council’s customer contact (telephone and face to face) and we strive to improve the customer’s experience at each of our various contact points.  At Elevate we adopt a customer centric approach and we do this by gaining relevant insight that enables us to effectively engage with customers.

Our customer service offer is designed to function on several levels:

 

One Stop Shops

Customer Services offered by Elevate East LondonThese offer customers a chance to interact on a face to face basis with the Council at two primary sites in Barking and Dagenham (The Barking Learning Centre in Barking, and the Dagenham Library and One Stop Shop in Dagenham). The service offers customers access to a variety of council services, computers and learning facilities.  Dedicated and trained staff help customers to use the computers to access services online as well as in person.

Services include:

  • Housing
  • Parking
  • Education
  • Council Tax
  • Benefits
  • Waste
  • Streetscene
  • Environmental enforcement

 

Contact centre

Contact CentreThe Contact Centre is a telephone service for people who are unable to visit the One Stop Shops and cannot find the information they need online.   Customer Service Operators take the calls and advise people on a range of Council services. The team also process complaints and deal with freedom of information requests.

Services include:

  • Housing
  • Parking
  • Education
  • Council Tax
  • Benefits
  • Waste
  • Streetscene
  • Environmental enforcement
  • Leisure
  • Licensing

 

On average we deal with a very large number of queries* per month:

  • One Stop Shop: 16,684 plus another 3466 for Benefits Direct
  • Contact Centre: 45,591 – generic and revenues benefit
  • Housing Repairs Contact Centre: 16,001
  • Out Of Hours contact: 2,633

*Figures 2012-2013 and are the average per month

 

Careline Team

Customer Services (square)The Careline team provide an invaluable all year, round the clock service to elderly and vulnerable residents.  Working closely with the ambulance, police and social care services the team helps local people remain independent in their own homes for as long as possible.

The team monitor the alarms of around 4,000 service users (on average) and provides a first line response when an emergency is triggered, such as first aid or organising an ambulance if needed. They also install and maintain alarms for a number of service users.