Council’s Customer Service Team recognised at National Awards
Cessnock City Council’s Customer Service Team received a ‘Highly Commended’ at the National Local Government Customer Service Awards last week in the ‘Customer Service Team of the Year’ category.
The team were also ranked number one in the National Local Government Mystery Customer Survey for telephone, walk in and overall experience. Cessnock City Council’s newly appointed General Manager, Lotta Jackson was thrilled with this announcement.
“Customer service is such an important part of what we do here at Council and I would like to congratulate each and every member of the team for this wonderful achievement.”
Council’s Customer Service Team has undergone a major culture change recently, with the appointment of a new Manager, two team leaders and a Business Improvement Specialist. This new team structure has encouraged positive and proactive change within the team and the results have been outstanding.
The customer service area in the Council’s Admin Building has been revamped, new professional uniforms were chosen by the team, over 90 new procedures have been documented, a staff training plan implemented and a Knowledge Management System put in place.
Focused on customer service improvement, a monthly ‘mystery shopper’ was also introduced and the results of these are consistently higher each month.
Council’s Business Support and Customer Relations Manager, Roslyn Ashton said she is so proud of what the team has achieved.
“Our team has achieved some amazing outcomes is such a short timeframe and the feedback we are getting from the community highlights that what we’re doing is really working.”
“To be recognised at these National Awards is just incredible and we will continue to work hard to improve the customer service experience here at Cessnock City Council,” added Roslyn.