Change to Contact Centre opening hours

Published: Thursday, 23rd May 2019

Oxford City Council is changing its Contact Centre opening hours.

From Monday 3 June residents will be able to speak directly to a customer service officer between the hours of 8am and 5pm, Monday to Friday (excluding bank holidays). Our customer services officers will no longer be available between 5pm and 6pm.  

Records show that there is very low demand for services during this hour and customers are choosing other ways to contact the Council, either via its website using online services, or through the automated telephony service.  

Closing the Contact Centre at 5pm means that there will be more customer service officers available earlier in the day; this will improve the service to customers during peak times, which are typically between 9am and 10am. 

Helen Bishop, Oxford City Council's Head of Business Improvement, said: "The Council is constantly searching for ways to improve the way that our customers can communicate with us and easily access our services. More and more this is through digital, online methods, which has meant a reduction in people using our Contact Centre after 5pm. So, it clearly makes sense to change our opening hours so that we are better placed to deal with times of high demand."  

The Council website offers the opportunity to view information, make applications, report something, or make a payment at a time that suits customers, 24 hours a day, seven days a week. Customers can also call the automated telephone payment service on 01865 252609. 

Anyone needing to contact the Council in an emergency can call the out-of-hours duty service on 01865 249811, available between 5pm and 8am Monday to Friday, weekends and bank holidays.