Information about the Customer Contact Centre

The Customer Contact Centre opened in October 2005. We offer a wide range of services accessible by many different contact channels including telephone calls, face to face enquiries, email and enquiries made via the internet.

At Surrey Heath Borough Council, we are committed to providing and improving the service to all our customers. Our dedicated Customer Service Team are fully trained to assist with enquiries you may have relating to a variety of Council Services.

The Council's Customer Contact Centre telephone number is 01276 707100. We are open Monday to Thursday 8.30am to 5.30pm and 8.30am to 5pm on Fridays. For emergencies outside of office hours your call will be redirected to an external Call Centre. You will receive a warm and enthusiastic welcome from our Customer Service Team who will take ownership of your enquiry and deal with it in a courteous, professional and timely manner whilst ensuring complete confidentiality at all times.

We constantly strive to improve our service to you and closely monitor our performance. We aim to assist all visitors to the Contact Centre, within 20 minutes of their arrival and to answer 65% of telephone calls within 20 seconds. The team pride themselves on working hard to resolve 80% of enquiries at the first point of contact.

In the comfortable surroundings of the Contact Centre, you will receive one-to-one advice from our friendly Customer Service Team, who are easily identifiable by their Surrey Heath Borough Council uniform and name badge. You can also pay your council bills here, through our automated payment kiosk, with help from a Customer Service Advisor, if required.

Our Customer Contact Centre facilities include:

• Disabled Access Toilets
• Baby Changing Room
• Play Facility
• Payment Kiosk
• CCTV
• Telephone Translation Service
• Public access to computers, viewing appropriate websites and other useful Council information