Our teams

The Customer Experience Service provide many different services to the residents of West Sussex. We help customers have a voice through compliments and complaints, customer satisfaction surveys, MP enquiries, and support them when they want to gain information through the corporate Freedom of Information process.

We are responsible for the provision of the Customer Service Centre (CSC) that supports 23 services. Our Customer Service Officers have a wealth of knowledge that enables them to resolve 75% of our calls at first point of contact, meaning our customers are not passed from person to person.

We are also responsible for the provision of the council's corporate website, the key tool for making it easy for our customers to get the support and information they need when they need it. It also enables our customers to transact online, for example:

• apply for a service
• access information and services
• book to see a professional
• pay for services
• tell us about an issue
• gain information.

We will improve our customers' experience and reduce the council’s operational cost, achieved by moving as much of the customer journey to the website, enabling the customer to self-serve 24-7.

If this is not an option, we will move customer contact into the CSC where we can provide our customers with all of the information and support they need at first point of contact.