Customer Experience
Our customer experience team plan to use your views on our services to shape improvements for the future.
About Us
What is your background? I joined West Lothian Council in 2016; before this, I lived and worked in Perth as an Office & Marketing Manager for 8 years. This is where I found my passion for CX; it is very rewarding to be able to implement improvements within a business and improve the customer's overall experience by simply listening to their needs. I see myself as a very enthusiastic and passionate leader and I am thrilled to be leading our fantastic CX team for HCBS. What does CX mean to you? CX isn't just a strongly felt principal in my opinion it is a vital part of West Lothian Council's commitment to make continuous improvements. It provides cost-effective services, improves compliance and trust, and most importantly, it provides the customer with the experience they deserve at every contact. 3 Fun Facts About You What was the last song you listened to? Ok Go - Upside Down & Inside Out (they have THE most creative music videos!) What is your favourite quote? "Nothing great was achieved without enthusiasm" - Ralph Waldo Emerson I have a very knowledgeable background in Housing. I joined West Lothian Council in 2019 as a Housing Options Officer and have worked in similar roles since 2013 across various local authorities. I have throughout my career made improvements for our tenants and customers by using a customer centric approach, which has been a very positive experience. What does CX mean to you? Having worked in a public facing role for the past 7 years, I have a great understanding of the challenges faced by our customers and hope to put this knowledge to good use to develop a customer experience that HCBS can be proud of and meets the high standards that our customers expect. 3 Fun Facts About You What was the last song you listened to? I am huge musicals fan, the last song I listened to was a cover of the song 'For Good' from the Musical Wicked. What is your favourite quote? "Courage is what it takes to stand up and speak, it's also what it takes to sit down and listen." - Winston Churchill We are providing our customers the chance to use our services, and then tell us about their experience of accessing and receiving our service. All we ask is that you tell us what worked well, and what didn't, what could work better or things you would like to see us do - or stop doing. This will be really important to how the service changes in the future. Think of it as a mystery shopper experience! We will be offering plenty of chances for you to get involved in CX inspect - the beauty of it is you do not commit to anything other than telling us how it went for you when you contacted us. You will see lots of slots offered over social media and online, and if you are interested in taking part please contact our customer experience team. Each month our team provides a monthly report to our customers and staff to provide a snapshot overview of what the team have been working on that month.
CX Monthly Pulse March 2022
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CX Pulse Monthly February 2022
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CX Pulse Monthly January 2022
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CX Pulse Monthly December 2021
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CX Pulse Monthly November 2021
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Communication and customer experience comes hand in hand. We want to be transparent with our customers on what we will be communicating in the future. Our communication plan will be updated on a monthly basis. 
Contact Us
If you would like to take part in one of our customer experience projects, or are interested in taking part in CX Inspect, we would love to hear from you by email to HCBSCX@westlothian.gov.uk or call 01506 280434.
Please note that our team do not deal with outstanding enquiries or complaints. Please contact the customer contact centre directly on 01506 280000 to discuss.
