Customer Care Facilities To Be Refurbished

Work to improve the customer care centre in the Civic Centre, Pontypool, is due to start on the 20 January 2017 and will take around 10 weeks to complete. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The proposed new layout has been designed to improve the customer experience and help the council improve building security. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The new layout in customer care will see the introduction of an express desk for high volume, non-complex enquiries, as well as two customer enquiry pods, a self-service area, a small cash desk and a seating area for customers. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The work will take place in two phases to ensure disruption for customers and visitors is kept to a minimum and the cash desk for payments will remain open throughout the work. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Councillor Gwyneira Clark, executive member for customer care, said: “The recent move of the Cwmbran customer care centre into Cwmbran Library demonstrated the benefits associated with a new, more modern customer interface and new ways of working. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“The work will also improve the reception facilities when welcoming visitors and controlling access to the building. In the interests of staff, elected member and visitor security, it’s also important that visitors can be identified and access to the building controlled.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​