Post by Kāpiti Coast District Council

Any person who has worked in Customer Services knows the sometimes-challenging territory that can come with this kind of mahi! A huge mihi to the faces behind our Contact Centre 💚 Day in and day out, they are the friendly voice our community hears, who ensure that when you contact Council, your enquiry is treated with care, respect and timeliness. By the numbers, from 1 July 2025 to February 2026, we’ve assisted 17,860 customers in person at our Service Centres, and our Contact Centre has: ☎️ handled 25,193 calls, 76 percent resolved at first point of contact ☎️ answered calls in an average of 23 seconds ☎️ managed an additional 3,365 calls via our after‑hours service ☎️ responded to 7,270 customer emails. We’ve also introduced a self-service option for callers to our main number, enabling you to contact some of our facilities without waiting. And our new aftercall surveys are providing us with real-time insights into your experiences and where we can improve our customer service delivery. So, if you need to get in touch to log a service request, or have a question about anything Council related, find all the ways you can give us a buzz 📲 https://lnkd.in/eiHvbYjC