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Handling enquiries from member councils

Last updated: 25 September 2023 at 16:47:15 UTC by Junari Assistant

All support calls should be logged through the enquiry helpdesk - whether they are received by email or over the phone.


Go to CUSTOMER SERVICE area and select the appropriate team:


SALC - advice and general enquiriesUse this team to handle the majority of enquiries received on a daily basis including some routine administrative ones
SALC - payroll service related enquiriesUse this team to deal with specific questions or queries regarding payroll
SALC - internal audit service enquiries

Use this team to deal with specific questions or queries relating to internal audit

Dealing with an enquiry received by phone:

  • go to the customer service tab and select the appropriate team

  • CREATE a new enquiry and give the enquiry a suitable title

  • search and select the member council and the contact person you are dealing with

  • set the priority level and if it is higher than a standard enquiry record the deadline date and reason

  • assign to the most appropriate person

  • if the matter is confidential then mark it as such

  • MOVE the enquiry on as appropriate to allocated 


Under the enquiry details tab - add information that has been provided.   This will be visible as the DESCRIPTION to the member council when they log into the portal.

Under the enquiry solution tab - use this to note where you are looking for information if that is helpful.  

Under the other info tab - note this shows who last updated matters and when.


Use the 'log note' if there are any other specific pieces of information that might be relevant to include for the enquiry and if you are waiting to check something with someone in the team set yourself an activity as a reminder.  


Dealing with an enquiry that comes through the portal


When an enquiry comes through the portal the SALC officer will check the nature of the request and deal with the matter or assign to another member of the team.  They will also move the status of the enquiry onto 'allocated'.


When an enquiry is allocated to a SALC officer they will check the details and use the enquiry solution tab as necessary. 


To answer the enquiry the SALC officer should send a notification to the person who raised the enquiry (clerk) using a standard template in the system.  See  person a message which will then send them an email with the solution AND log details of that on the enquiry card before it is closed.