Answer for Hi everyone, Campbelltown City Council are reviewing our leave to staff ratio for Customer Service. Could you please let me know how you manage your leave? Number of staff FTE & PTE for front and back of house along with any additional admin tasks that you look after. Thanks Marlene

Hi, I look after the roster at Lockyer Valley Regional Council.  I currently look after them through an excel spreadsheet, which is colour coded.
We currently have 8 full time staff, which includes myself and the Project Officer, 3 Part time staff and 4 casual staff and 2 vacant positions.
Depending on the month is how I determined how many I can leave on leave.  Usually I can only allow 2 staff at a time.
We have a Gatton Office and a Laidley Office so both these offices have front counters where two Customer Service Officers are rostered on daily.  The Laidley Office currently has a QGAP facility as well.
Laidley counter have two staff, these staff look after Live Chat. Remittance payments by credit card,E-Request and QGAP and council receipting and other Council business.
The Gatton counter two staff are allocated Remittances of cheque payments through the mail.  also help out on Live-Chat when they are not in a busy period. Collect payments and look after other Council business. 
During more busier periods these counters will have three staff, which then I would use a casual to fill this position.
In the call centre we tried to have 4-5 Customer service Officers depending on the call demand and business of the month.   These officers look after our monthly hall & showgrounds enquiries and bookings and cemetery enquiries and bookings, preparing of mail for post office.  The call centre staff also log onto Live-chat .
When preparing rosters I look after the reception desk first then allocate the call centre staff then I will back fill with casuals, which seems to be everyday as I currently have two positions vacant that I am waiting to fill.
The staff are rostered around and I tried not to allow them to do the same task anymore than 2 days in a row.
Staff also move branch to branch but at the moment is limited by QGAP trained staff.
Happy to send you an excel spread sheet if that helps
Thanks Wendy