Customer Experience

This cluster is responsible for managing all internal and external customer contact across all channels (face to face, telephony, mail, web, social media etc) as well as a variety of internal and external business support functions.  Furthermore, there are a number of customer services vital to the people and place of Aberdeen City carried out by the teams in Revenues & Benefits and the Registrars service.

Customer Experience

Business Services

Revenues & Benefits

Customer Service Operations

Registrar Service

Customer Development

Business Services

Historically, admin work has been undertaken by a range of different people across the council. This work is now undertaken by one team – Business Services. The structure for Business Services are now available to view below

Customer Development

This team is responsible for seeking to transform the way in which the Council delivers its Customer Service, specifically focusing on demand management and helping individuals and communities to help themselves.  It will support teams across the Council to modernise customer service delivery in line with customer standards.  The team will focus on developing and embedding an enhanced Customer Experience culture within the organisation, will seek to increase customer engagement and will create a unified approach to customer feedback and will use a customer insight capability to better understand customer needs.  In addition, the team has responsibility for Corporate Complaints, Members Enquiries, MP&MSP Enquiries, Social Care Complaints, Rights and Enquiries and Freedom of Information requests.  

Revenues & Benefits

Customer Service Operations

Registrar Service