[Megan Bugge]

I just wanted to check some details where the customer service staff are not rating staff.

How and what do the customer service staff do on behalf of revenue, other than receipt payments?. Do they have a procedure manual of things that you want them to do, like take pension forms etc?

Griffith is creating an information library for Customer Service Staff so they know what is expected from them, and I wanted to see what other councils provide.

Thanking you in advance..
Megan

[Ken Bakon]

Hi Megan,
We have had an MOU with our customer service for over 10 years. They take over 90% of all rates calls.
Regular training and liaison is undertaken by Rates, and a Rates Training manual is issued.
Give me a call and I can update you with more details

Ken

[John Towers]

Hi Megan,

NSC has had an agreement in place with Customer Service regarding the type of inquiries they take & what is forwarded to the Revenue section & this has existed for many years. (Similar to Ken but probably not as formal).

This involved a cheat sheet of Q&A’s being put together so that CS could answer general questions & seems to work well generally. Yes they do take pensioner applications & forward them to us, although if its a little outside the norm they will generally ask for assistance rather then having to go back to the pensioner for follow up.

The major break downs seem to revolve around new CS employees not being given proper training when they commence & I occasionally need to remind the manager of the agreement/protocols.

Good luck

[Kelly Moroney]

Hi Megan,

Richmond Valley Council customer service dept answers 80% of all rates calls and rates customer enquiries, we have an online wiki system where staff can search on subjects and obtain further information to relay to customers. It also involves rates staff attending customer service meetings and relaying necessary information or any areas that may require improvement. Similiar to John above most problems we have had are in new staff and the level of training they have undertaken. Customer service staff complete pension forms, coa forms, direct debit forms etc.

Our customer service area has done this for two years and whilst at first it would of been more like 60% of calls and counter enquiries completed it is now definetly at 80% and sometimes at a higher rate.

Best of luck

[Tracey Walker]

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.

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