| Item | Description | Resolution |
|---|---|---|
| PART 2 - PRIVATE | ||
| MATTERS FOR RECOMMENDATION TO THE COUNCIL | ||
| GP 05/037 |
Improving Customer Satisfaction (Reason: LGA 1972 Sch 12A Para 1 - Employee Information) |
Consideration was given to the report of the Chief Executive which proposed the establishment of and recruitment to a post with responsibility for progressing the Council's customer contacts agenda including project managing the implementation of distributed contact centres and "customer relationship management". In introducing the report the Chief Executive highlighted both the need for enhanced customer focus and the implications of the national modernisation agenda in terms of customer relationship management (CRM). Reference was made to the recent discussions by the ICT and E-Government Advisory Board which had recommended a way forward on the establishment of distributed contact centres and the implementation of a CRM system. The report then set out the personnel, financial and constitutional issues associated with the proposed appointment of a dedicated Customer Services Manager. RECOMMENDED: That (1) a post of Customer Services Manager at Grade M3 be established, initially within Executive Services; (2) Ms Julie Beilby be appointed to that post with effect from 1 October 2005; (3) Ms Beilby's present post of Principal Leisure Services Officer be deleted on 1 October 2005; and (4) the duties of her present post be allocated between her new post and remaining Leisure Services officers on the basis of the principles set out in the report. *Referred to Council |