Cumberland Registration Service - Customer Service Strategy

We will review the Cumberland Council behaviours and competencies at each appraisal meeting and ensure the customer service strategy is discussed

We will ensure our customer service strategy is a key element of our induction process and that Cumberland Council behaviours and considered in everything we do as a team and as individuals.

We will ensure each officer has an individual training log which is regularly updated.

We will invest in our staff through technical inspections and observations of their client appointments as well as a formal review of the registrations recorded with timely feedback.  

We will ensure all new staff are appointed a mentor and work to a training plan.

We will include an element of training at each team meeting.  

We will have a regular programme of eLearning events which staff are required to complete for their own self development.

We will ensure staff are regularly reminded of our complaint handling process 

We will discuss and identify any training issues and agree action to be taken to ensure that we can deliver the best service possible to our clients whilst maintaining any statutory obligations and requirements placed upon us by Cumberland Council and our governing body The General Register Office. 

We will ensure that any personal feedback from comment cards, complaints or inspections is shared with the individual.