This translation has been provided by Google Translate. Translation disclaimer
The Contact Centre Teams are responsible for handling all inbound customer contact including phone calls, emails, social media posts and most recently live chat through our website. We have over 250 staff working across 4 contact centres in Bromley and Kings Hill, Kent handling your enquiries. In the majority of cases we are able to resolve your queries, however, where we are unable to do so we will always put you in contact with the most suitable person who can.
Summary of the contact centre volumes:
The Clarion arrears figure for the financial year 2017/2018 has been confirmed at 3.40%. This is 0.60% under the target of 4% and an excellent performance from the Customer Accounts Team.
Overall this is an improvement of 0.12% from the previous year and the arrears are £985k lower in monetary terms.
For the financial year 2017/2018 the Welfare Benefit Team contributed £1.55m in arrears reduction and discretionary housing payments. This is an excellent performance and means the team exceeded their yearly target. In addition to this, they accessed additional benefits of over £7m for customers.