industry news SME profile Wednesday 05 Dec 2018 @ 12:20 Slough Councillors visit Arvato head office to experience a day in the life of a customer service employee
Ten local councillors visited Arvato’s Slough headquarters on Tuesday 4th December to observe and gain first-hand experience of the support that we provide to the local authority and its residents.
The Councillors toured our Phoenix One and Landmark Place sites, where they were introduced to employees, listened in to the Arvato team handling live customer service calls and observed them hosting benefits advice sessions with the public. They also visited our private sector operations, to see how we are supporting premium automotive and retail clients to deliver customer service to their customers.
Kurt Goldman, Key Account & Delivery Director, Arvato UK & Ireland hosted the visitors and chaired a live Q&A session and discussion on the successes of the partnership so far.
He said: “This visit represented a great opportunity for us to showcase the services we provide to local citizens on a daily basis, highlight the ongoing improvements we’re making and allow the councillors to see first-hand the dedication that our employees show in delivering excellent customer service to the >149,000 residents of Slough”.
“It was also a chance for us to review and celebrate what we’ve achieved together over the last six years of our partnership, from creating a 15% improvement in the number of customer service calls answered to providing over 150 apprenticeships for young people in the region.”
Councillor Sabia Hussain, Cabinet Lead for Transformation and Performance added: “Our partnership with Arvato is underpinned by collaboration, open and honest communications and a commitment to improving the lives of the citizens of Slough. Since the beginning of the partnership, we’ve made significant improvements in service delivery and efficiencies, which we couldn’t have achieved without Arvato. It was brilliant to experience how this is being delivered first-hand.”
In March 2012, Slough Borough Council entered a 10-year partnership with Arvato to provide a range of transactional and corporate services, including revenues and benefits, payroll, finance services and HR. In December 2013 it was extended to include customer services and ICT.