Customer Services
Customer Services
BT South Tyneside’s Customer Service team offers a high quality customer contact service using a broad range of access channels including telephone, e-mail, web, text and face to face.
We provide a wide range of services for South Tyneside Council, South Tyneside Homes and other organisations such as the Tyne and Wear Fire and Rescue Service and we deal with over 250,000 contacts each year.
We deal with both inbound and outbound services and we can offer the following:
- Advice
- Assessment
- Signposting
- Payments
- Surveys
- Foreign Languages Support
- Deaf and Hard of Hearing Support
Our modern contact centre uses sophisticated telephone and customer relationship management systems, which provide features such as skills based routing and call recording. The centre is highly resilient and is protected by back-up generators and uninterrupted power supplies as well as a robust business continuity plan.
Our team is motivated and highly trained in customer care and the centre is accredited to the Customer Contact Association’s Global Standard. We are extremely proud of our record and regularly exceed our targets for call answering and customer satisfaction.
Our brand new customer service centres are located in South Shields and Jarrow and deal with over 150,000 contacts each year. We are also planning to launch a third centre as part of the Hebburn Town Centre Redevelopment.
The operational team is supported by a proven business development team which manages workforce development, reporting, client liaison and service improvements as well as the development of new and emerging technologies to support the delivery of high quality customer service.
