Subject to the amendment of the covering report to reflect the employment of 12 contact centre agents whose positions will in the first instance be advertised internally and having accepted the recommendations of the Overview and Scrutiny Panel (Service Delivery and Resources) concerning the use of the term “Call Centre”, the Cabinet has approved the Customer First Recruitment and Retention Strategy.
The Cabinet has also approved the release from the existing MTP of £155,000 in 2004/05 and £297,000 from 2005/06 onwards to enable the appointment to the posts referred to in paragraph 3.2 of the report.