Hi Megan,
At Wollongong our customer service staff take approx 85-90% of the rates calls, process pensioner concession applications, direct debit applications, change of address and most recently arrangements within required guidelines as set by policy.
I meet with the customer services once a year and provide information in regards to the increases in rates whether that be through SRV or Re_Val. We have a online knowledge base system that is updated annually with information on rating subjects
I also meet with the Customer Service Team Leader on a monthly basis to keep communication flowing between the two areas. During the next instalment mailout we are going to be a revenue officer to be available within the call centre and front counter to help with on the job training during when the notices hit the streets and the week of the instalment due date.
Hope this helps.
