SUPPORTING THE PROFESSIONALS SHAPING QUEENSLAND COMMUNITIES
Attendance and Discussion Topics from Customer Service Exchange – Thursday 11 Feb 2021 from 2.00-3.00 pm
Staff – Discussed how many positions per council (FT, PT, Casual) and the associated duties – customer contact, call centre, rates, records, delegations, PID’s etc. Recruitment and training issues (manuals and training videos) + staff engagement. Staff burnout and resilience. CS staff moving into other council roles continuously. LSC – 5 natural disasters in 5 years.
Change Management – Restructures, Change Champions, Mayors and Elected Members – changes since March 2020 Elections + new CEO’s.
Tools and Technology – Find my Shift; TechnologyOne; Pure Cloud; Livepro; Teams/Zoom; Market Facts.
Social Media – how it affects KPI’s and customer satisfaction.
Projects – SBRC – Customer Request Processes; WDRC – New beginnings (review of every administrative task); goal = paperless; Noosa – pool of casual staff so permanent staff can do relief roles – admin – around the organisation; LVRC moved from A02 to A03 to keep engagement + training videos.
LGMA Training – CSBA Empathy and Resilience Training – aim to assist officers to interact with customers using a controlled, empathetic response – 28 April/5 May/12 May – 3 sessions via Zoom – see website for details.
Remember to place Agenda items on the Discussion Board!
The next Customer Service Exchange is scheduled for Thursday 13 May from 2.00-3.00pm. For further details or information, please contact Lisa Hamilton – 3174 5005.
 3174 5006
Level 7, Quay Central
95 North Quay, Brisbane Qld 4000