What you will notice

  • You will experience respectful, professional and helpful service.
  • You will receive clear and accurate information from staff.
  • You will know who is responsible for your enquiry.
  • Interactions will feel fair and consistent across Council.

What we are doing

  • Clarify ownership of questions and requests across teams so you receive consistent responses.
  • Include customer service expectations in every role.
  • Provide training and guidance to support high-quality customer interactions.
  • Recognise and reinforce strong customer-first behaviours across Council.
  • Support staff to manage complex situations professionally and consistently.

How we will measure it

  • Customer satisfaction with staff interactions.
  • Customer Service training participation.
  • Staff confidence in resolving customer questions and requests.

What we'll do (by year)

  • Year 1 – Strengthen frontline capability

    • Provide training and guidance for staff managing customer enquiries.
    • Clarify roles and expectations for customer service across Council.
    • Support staff to manage complex and challenging customer interactions.

  • Year 2 – Expand resolution capability

    • Increase the range of enquiries Customer Service can resolve directly.
    • Improve collaboration between Customer Service and service teams.
    • Make customer experience issues visible to leaders so they can act early.

  • Year 3 – Embed a customer-first culture

    • Embed customer service expectations into onboarding and development.
    • Recognise and reinforce strong customer service behaviours.
    • Strengthen shared responsibility for customer outcomes across Council.