Customer service staff to return at Calderdale face-to-face meeting points

Brighouse and Todmorden Libraries re-opened on September 9 and Hebden Bridge, King Cross and Sowerby Bridge Libraries will re-open from Wednesday, September 16.

Members of Calderdale Council’s Strategy and Performance Scrutiny Board were told this would be happening when they were considering a report on how customer services, spearheaded by the authority’s Customer First operation, had adapted to the COVID-19 world.

Assistant Director for Customer Service, Sarah Richardson, said the service had continued to deliver following lockdown when it had to stop face-to-face conversations.

“When all our front line services had to close down at short notice we were really concerned we needed to maintain customer access so people could get in touch with the council,” she said.

The council’s website had been a key player in getting messages out during the pandemic and telephone and online chats and forums had also worked very well, said Ms Richardson.

But, she added: “There will always be need for face to face work for the most vulnerable people.

“What we are proposing to do is not move back into our Customer First in Halifax but where we are having buildings re-opening, for example hub libraries.

“These will have customer service advisers present giving general advice and also helping people to use online services.”

People had been able to contact advisers remotely using technology, said Ms Richardson, with a significant reduction in telephone calls but a huge increase in live chats.

“People who may previously have come to see us have dived into the remote channels, we are really pleased with that, and have been getting good feedback,” she said.

Board Chair Coun Paul Bellenger (Lib Dem, Greetland and Stainland) asked if customer service staff would also be returning to the re-opened Central Library in Halifax as that might bring people into the neighbouring Piece Hall too, and was told that would be the case.

Coun Jenny Lynn (Lab, Park) and Coun Rob Holden (Ind, Ryburn) both questions about increasing the number of services which could be accessed online, for example taxi drivers being able to apply for licences, and were told this was happening or being looked into.

Ms Richardson said making sure services were available in whatever form made it a good experience for Calderdale’s residents was important.