Based in two locations – Council Chambers and the Gordon White Library – Council has 20 dedicated Customer Service staff.
Working in three teams they operate a call centre, process requests and provide counter services.
All staff are multi skilled and move from one team to another if they would like a change. Calls to Council are monitored to obtain feedback and pinpoint areas where additional training may be required.
The Customer Service staff have a variety of Key Performance Indicators to monitor the services they are providing such as over 80 percent of calls being answered within three rings.
However, once the call is taken quality of service is the essence rather than the shortest time calls. Over 95 per cent of Council inquiries are resolved by the Customer Service team at this first point of contact.
