Rapidly establishing a customer services team to support vulnerable residents

Case Study
Customer services with Kent council

Due to Covid-19, support was urgently required to assist those residents most in need in Kent

At a glance

  • A new customer service initiative called Kent Together taken from idea to delivery in one week
  • Recruitment of all 35 staff members completed in just three days
  • All staff recruited and trained in time for scheduled launch date
  • 35 FTE staff required to manage the team supporting vulnerable residents
  • 24-hour cover needed, seven days a week