On 13 January 2010, Hyde Southbank, Hyde Hillside and Hyde Northside, transformed their telephone customer service delivery by bringing together their customer service staff to create a virtual Customer Service Centre.

Even though the snow lay thick on the ground the new Customer Service Centre got off to a flying start answering telephone calls with minimal delay and making a difference from Day One!

This new way of working for the three Community Businesses will ensure that customers enjoy an improved level of service while business efficiency is enhanced.

• Customer calls will be answered without delay, even during the busier times and more queries will be resolved at the first point of contact

• Individual knowledge, skills and capabilities within the team have already increased and this is set to continue with more training and development scheduled for February and March.

• Business efficiency will continue to improve as “phone free time” is scheduled to allow the customer service team members to complete their important “off phone tasks” without interruption.

By utilising the skills-based routing capability within the telephone system all customer calls can be answered by any member of the Community Business customer service team regardless of where the call comes from.

Over the Christmas period staff worked together to start understanding the local differences in the service delivery at each business and began aligning the work practices.

Packington Square parents and children are now able to take advantage of a range of family friendly activities in a new and inviting community facility thanks to the official opening of the New North Children’s Centre.

The New North @ Packington, opened on Friday 13th November by Kate Garraway and Emily Thornberry MP, is now in a permanent home thanks to the innovative transformation of three empty bed sits on the estate into a bright, clean and open space perfect for high quality family support services and drop in and play sessions.

Direct from the estate, parents will be able to access parenting advice and employment and training support, as well as make appointments with the NHS visiting team for health matters such as immunisation. ESOL classes and free legal, benefits and housing advice will also be available.

Mary McStay, head of The New North Community School and Children’s Centre said: “This is an innovative project in working with partners to provide services to our children and families at the heart of the community. Operating as an integrated school and Children’s Centre enables us to join with our colleagues from other agencies to better meet the needs of our children and families. It is a pleasure working with The Hyde Group in this ground breaking scheme.

Regeneration Manager for Hyde Plus, the economic and community regeneration arm of The Hyde Group, Cassandra Favager, said: “The New North @ Packington is a really exciting project for Hyde and The New North Community School and Children’s Centre, but most importantly for residents who will have access to a full range of Children’s Centre services.

She added: “Over the past two years, Hyde has brought lots of services to Packington in response to what residents have told us, including family support, jobs and training help and health services. I look forward to seeing Packington parents and children taking advantage of these great new facilities”.

Officially opening the centre, Kate Garraway said: “The Centre will ensure that children and families will have the services they need for a fulfilling family life right on their doorsteps. As a busy mum with two young children, I know this is not only essential but also reassuring to know what help and support is available whenever it is needed”.

The Packington Square family and children’s centre, New North @ Packington, has moved from Popham Road to its new home on Packington Square. Adapted from a small block of bedsits, the new space will help the centre to develop its increasingly popular family support services.

As well as being an exciting play and activity area for children, the centre hosts a range of support, advice and educational services from visiting NHS health workers to English for speakers of other languages. And parents and carers are encouraged to bring their own skills and experiences to a rounded educational experience for everyone.

“We have brought lots of services in response to what residents have told us, including family services, jobs and training help and health services” said Cassandra Favager, Packington Square Partnership Manager for The Hyde Group.

“Operating as an integrated extended school and children’s centre enables us to join with our colleagues from other agencies to better meet the needs of our children and families,” said Mary McStay, Head of New North Community School and Children’s Centre.