Northampton Bulk Centre
Our Charter
Bulk Centre Strategic Plan
Who We Are
How to Contact Us
Hours of Operation
Public Counter Standards
Telephone Standards
Staff Identification
Legal Jargon
Complaints Procedures
This document sets out the corporate customer service standards relating to all sections that form the Bulk Centre.
These standards are built upon the National HM Courts Service Charter Standards and for our own Charter we have tried to improve upon these standards wherever we can.
Where any customer feels that we are not performing to the standards as set out in this document, then these concerns should be directed to one of the Bulk Centre Managers.
It is very much a Bulk Centre Senior Management Team vision and we are acutely aware that it must be consistent with emerging corporate strategies. We have sought to engage with key partners at an early stage and welcome the opportunity to work together to further inform, influence and support the development of HMCS strategy.
In examining strategic options it is recognised that there will inevitably be a degree of 'enforced choice'. This centred on five themes:-
The Bulk Centre will be required to take on more work
Existing services will grow, particularly MCOL,TEC, CAPS
Current service levels must be maintained and improved
Increased efficiency will be a key driver
Pressure to increase fee income will increase
What must not be done
Any strategic analysis runs the risk of forgetting about the non-negotiable principles of operating in a public service environment. Therefore the Bulk Centre must not:-
Lose current customers
Over promise and under deliver
Lose focus on long term goals
Take on too much too soon – must be incremental
Diversify
Operate outside MoJ/HMCS strategic governance frameworks
What could be done
Historically, the Bulk Centre has adopted, de facto, a product development strategy – MCOL being the most recent innovation which has yet to fulfil its optimum potential. However, further product development would have to be carefully considered against capacity and capability criteria to avoid the risks of strategic over-stretch.
Our firm conclusion was that the most appropriate, realisable strategic objective should be:-
“To become the 'the number one choice' for our customers, staff and HMCS by:-
Consolidating our existing range of services
Significantly increasing the level of civil debt recovery work that we manage
Developing first class Contact Centre services
Fully realising our potential through our people, processes and infrastructure”
This presents the 'best fit' option, which is both challenging and ambitious. It enables the Bulk Centre to build upon its strengths, address its weaknesses within a strategic context, and best position itself in the new corporate environment, by working in partnership with others to deliver significant business benefits.
What the Bulk Centre could look like in 2010 – delivering streamlined debt recovery services
The Bulk Centre has established itself as the number one choice for debt recovery customers in England and Wales. It handles the majority of civil debt recovery work for HMCS and has built a reputation for consistent delivery of high quality services for its customers. It enjoys an influential role by working collaboratively with a wide range of partners both within and outside HMCS who acknowledge it as a Centre of Excellence
It offers its customers a range of service channels to suit their needs, with the telephone and Internet being the most popular choices. Business hours have been extended to 8 to 8 as well as week-end availability. Customers are dealt with quickly and efficiently by polite, knowledgeable and experienced staff, who keep their promises. Customers know that who ever they deal with in the Bulk Centre they will receive a consistently high standard of service.
Staff and customers are fully supported by modern, flexible technology that is capable of inter-acting with customer based systems. As a primary channel, Telephony services are state of the art which enables real time management of caller demand and quality control via digital recording methods. There are a range of office management systems in place that have significantly reduced reliance on paper and enable effective management of internal control systems such as finance, productivity, and payment facilities.
The Bulk Centre is a major local employer offering competitive employment benefits in a modern, comfortable working environment. Staff are well trained, have the right tools to do the job, and are supported by a professional leadership team that involves them in important decision making and change management processes. Staff feel secure, working within a key government agency. They enjoy working in the Bulk Centre and feel able to build up a range of skills and develop their career more broadly within HMCS.
Structure of the Bulk Centre Management Team
Ken Fraser - Court Manager
Cid Spooner - Deputy Centre Manager
Pauline Gillard - Finance & Fees Office Manager
Gary Moore- Traffic Enforcement Centre & CAPS Office Manager
Pete de Chastelain - HR, Accommodation, Training & Recruitment Office Manager
Helena Parker - Helpdesk Office Manager
Victoria McCall - CAPS,TEC Helpdesk / Customer Service Office Manager
Victoria McCall - CCBC Office Manager
John Denny - CPC & MCOL Office Manager
Harmesh Mann - CPC Section Manager
Lizzie Berrill - MCOL Section Manager
Sue Hasdell - MCOL Section Manager
Aimee Currie - MCOL Section Manager
Becca Perrin - MCOL Section Manager
Donna Taylor - Fees Section Manager
Sally Grimwood - Fees Section Manager
Amanda Beck - Finance Section Manager
Nickie Gardner - HR Section Manager
Stephanie Pudney - Accommodation Liaison Manager
Brian Bleazard - Training Manager
Rebecca Hennessy- CAPS BACS Section Manager
Helena Parker - TEC Correspondence Section Manager
Marc James - TEC Correspondence Section Manager
Dianne Copeland - CAPS Payment Section Manager
Sue Jones - CAPS Correspondence Section Manager
Muralli Baliah - CAPS & TEC Resources Manager
Deborah Darby - CCBC / MCOL Switch Helpdesk Manager
Liz Gibbs - CCBC Helpdesk Manager
John Denny - MCOL Helpdesk Manager
Danni Baranowski-Hart - CCBC Helpdesk Manager
Chris de Chastelain - TEC Helpdesk Manager
Abdul Malik - CAPS Helpdesk Manager
Andrzej Brzezina Customer Service / Communications Manager
Mark Alewood - CCBC Support Section Manager
Douglas Stanley - CCBC Pre Judgment Team 1 Section Manager
Gemma Fitzhugh - CCBC Pre Judgment Team 2 Section Manager
Sarah Finch - CCBC Post Judgment Team 1 Section Manager
Fiona Tredgett - CCBC Post Judgment Team 2 Section Manager
Our Postal Address is:
The Bulk Centre
4th Floor
St Katharine's House
21 - 27 St Katharine's Street
Northampton
NN1 2LH
Our Helpdesk Telephone Numbers are:
County Court Bulk Centre (CCBC) - 0845 4085302
Traffic Enforcement Centre (TEC) - 0845 7045007
Centralised Attachment of earnings Payment System (CAPS) - 0845 4085312
Money Claim On-Line (MCOL) - 0845 6015935
Claim Production Centre (CPC) - 0845 408 5310
Our Customer Service Email Addresses are:
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Our Public Counter is open between the hours of 9am to 4pm (where staff are available and accounting deadlines permit, we will try to deal with your queries from 8am to 5pm).
Our Telephone Helpdesks are in operation between the hours of 8.45am to 5pm (where staff are available, we will try to take your calls from 8am)
During our normal hours of operation, our counter will be permanently manned, and at other times, you will wait no longer than 2 minutes to be seen by a member of staff following sounding of the counter buzzer.
You will receive a courteous service by the staff who attend to your query.
We will handle sensitive situations competently. Our public counter is fairly private, however, if you wish to discuss your query in greater privacy, then a separate room will be located and used. Please bring this to the counter clerks attention and arrangements will be made discretely.
We will invite you to complete customer comment cards to feedback on our performance.
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Telephone Standards
When you telephone us we will:
- Aim to answer your call within 30 seconds
- Tell you who you are speaking to
- Provide a helpful and courteous service
Our Helpdesk clerks will adhere to our strict no-eating policy (including chewing gum) whilst undertaking telephone duties. Drinks will be allowed at the workstation, but away from computer and other electrical equipment.
For customers with sight disabilities we will offer information leaflets in the following formats and despatch within the time limits stated:
- Large Print (A3) - posted within 2 working days
- Braille - posted within 5 working days
- Audio tape - posted within 5 working days
Where you wish to visit our public counter, we will upon request, send you a map and directions detailing how to find us via one of the following methods (depending on your choice):
- Post
- Fax
Staff IdentificationStaff will wear name badges that are visible at all times.
All drafted letters sent to you will state the name of the clerk writing to you and the relevant business area telephone number. Where possible, the relevant customer service email address will also be quoted.
Legal JargonWhen communicating with customers who are not familiar with court procedures and forms, we will try to avoid using unnecessary legal jargon.
Complaints ProceduresA complaint regarding the service of the Bulk Centre may be made in writing (via letter, fax or email), in person at our public counter or by telephone.
Where a written complaint is received, this will be passed to the relevant section manager immediately. The complaint will be acknowledged in writing (or by email) and sent within two working days of receipt. The Manager will respond to the complaint following a full and proper investigation within five working days of receipt.
If you are not satisfied with the reply, then we will refer your complaint up to the Bulk Centre Court Manager who will reply accordingly. The HM Courts Service Customer Service Unit may undertake a further level of investigation where a complaint remains unresolved.
Where a complaint is made via the telephone or in person, then we will try to resolve this during the course of the telephone call / visit to this office. Where this cannot be done, then the above procedures relating to written complaints will be followed.
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