“I go into Oldham Council once a month to pay my bills. The most helpful man is always, always at hand, extremely helpful and polite and will go out of his way to help anyone, he’s superb” – Oldham Resident
Our face-to-face customer service centre provide a more personal touch for customers who need extra help with a wide range of council services. Our staff provide in-depth advice and information on queries such as revenues, benefits, free school meals and Local Welfare Provision (LWP).
The range of facilities at the service centre includes free phones, public access PCs, private interview rooms and information points along with wheelchair access and loop system facilities.
Our Do It Online area offers public access to PCs and allows customers to self-serve in order for enquiries to be dealt with quicker, more efficiently and more cost effectively. Our online services help save time and money by providing customers with support in accessing digitally claimed state benefits, particularly Universal Credit.
Our staff are on hand to provide additional support and guidance with online services, enabling customers to learn the skills to find the information they require online.
Our Access Oldham Customer Service Team handle an average of over 4,000 face-to-face enquiries each month. They consistently exceed our KPI targets, hitting aspirational levels for ensuring customers have an interview with a staff member within 30 minutes of arrival. The year to date average is above 96%.
Each month we survey a percentage of our service users and the team perform outstandingly, with over 98% customer satisfaction.