Hi Marlene,
For our Customer Service Representatives formal training is a Cert IV Customer Contact
Delivery Method – during work time, paid for by Council, modules
Delivered by Choice Training
This is the first year we are delivering Cert IV Customer Contact.  In the past we have provided our staff with Cert IV Business – however this qualification makes them very attractive to other parts of Council and we have lost a number of staff after they have gained the qualification.  The modules can be selected to a broad range of skills dependent on your requirements.
For our Customer Service Team Leaders formal training is a Diploma Management
Delivered by CSIA or Tafe
We have a number of Team Leader and Coordinators who have gained Diploma of Management through CSIA and Queensland Tafe.  Training style and delivery has fluctuated and is dependent on participant engagement and commitment to completing modules 
Leadership Development
Delivery method – delivered in-house in modules – co-facilitated by participants and support from Takeon! Management Matters
Delivered by TakeOn! Management Matters
First year of delivery – 90% modules complete and delivered.  Feedback outstanding to date.