I hope you’ve been well.
As a part of the amalgamation of Marrickville, Leichhardt and Ashfield Councils, we are currently looking at an organisational redesign of our Customer Service group, which currently consists of Contact Centre, Front Counter and Back office / Admin functions.
To that end I was hoping to get a feel for the structures that exist in various Customer Service functions at different Councils in the hope it might inspire some new approaches the structuring the group.
Some things we are considering include:
- How do we consolidate our three current contact centres into one location whilst maintaining, at least in the short term, front counter presence in the three existing service centres of the amalgamated Council.
- Do we look to multi-skill all staff across all key functions within customer service and rotate staff through these functions and across locations on a regular basis or do we establish dedicated Contact Centre, Front Counter and Admin teams and fill each based on skill / preference of existing staff.
- Do we propose establishing dedicated supporting roles within the group to manage portfolios like training, business processes, quality management etc or do we continue to have these tasks performed by Team Leader level within the group etc.
Helen, Kathy and I would welcome any information on your structures that you would be happy sharing.
Kind regards and Merry Christmas!!