Together we make a difference - Contact Centre Team

Our Contact Centre Team at Epsom & Ewell Borough Council are often the first point of contact for residents, you’ll find them at the front desk in the Town Hall reception, as well as ‘behind the scenes’ on the phones, playing a vital role in keeping our community informed, supported and connected. From answering queries and resolving issues to signposting services and providing reassurance, the team are at the heart of delivering excellent customer service every single day. Read on to find out more about the incredible work they do.

When describing what makes the Contact Centre so special, the team all agree - it’s the people. Whether it’s colleagues across the Council or the residents they support, every interaction matters. The team take pride in being approachable, knowledgeable and compassionate, ensuring that everyone who gets in touch feels listened to and valued.

No two days are ever the same in the Contact Centre. From handling a high volume of calls and emails to supporting vulnerable residents and helping people navigate council services, the team consistently go above and beyond. Their ability to stay calm under pressure, adapt quickly and work collaboratively means they can deliver a high-quality service, even during the busiest periods.

The team also enjoy celebrating the difference they make. Whether it’s receiving positive feedback from residents, resolving a complex enquiry or supporting each other through a challenging day, there’s a strong sense of achievement and camaraderie. As one team member shared,

“It’s rewarding knowing that we’ve helped someone, even in a small way. Sometimes a simple conversation can make a big difference to someone’s day.”

There’s also recognition of how important teamwork is to their success. Supporting each other, sharing knowledge and working closely with services across the Council helps ensure residents get the best possible outcomes. Here’s what they had to say about working together as a team,

“We’re a really supportive group – everyone is always willing to help, whether it’s answering a question or stepping in during busy periods. We rely on each other and that’s what makes the job so fulfilling.”

Looking ahead, the Contact Centre Team are excited to welcome new members to the team, continue improving how they support residents, embracing new ways of working and building on their strong foundations. From enhancing digital services to strengthening connections across the organisation, they are committed to making it even easier for people to access the help they need.