Above: A renewed focus on council’s customers with the Community and Customer Relations team in place, from left, team members Community Relations Manager Zoe Saunders, Support Specialist Information Management, Sharon Worley, Customer Service agent Liz Webster, Customer Relations team leader Leah Lash, Customer Service Agents Debbie Foster, Connie Urry, Sandra Smith, Kristy Faris and Emma Gould.
Recently, after much discussion among Councillors, management and all Council staff, Narrabri Shire Council has adopted a renewed suite of ‘corporate values’ which included the value of ‘Customer Focus’.
“Council has embarked upon an improvement program to assist in providing consistent customer service to the community,” said Council’s Community Relations Manager, Zoe Saunders.
“Renewed customer focus is aimed at delivering prompt, courteous and helpful services – being responsive to the community’s changing needs.
“Council has committed to significant organisational structure and cultural change” Ms Saunders said.
“The first major structural change has been the decision to centralise Council’s administration, communication and customer service provision to enhance and streamline Council’s customer service experience. This restructure has seen the creation of a new section called ‘Community and Customer Relations’.
“The Community and Customer Relations section, among other staff, consists of a team of Customer Service Agents who provide exceptional front-line customer service and administrative support.
“The Council’s Community Relations Manager oversees the whole section and ensures Council is delivering exceptional customer service with a focus on understanding the mood, opinions, feelings and desires of the community.