National Local Government Customer Service Network

what does your CS team structure look like?

Questions › what does your CS team structure look like?
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Donna Tucker Staff asked 3 years ago

Hi everyone, just currently looking at the way other Council’s have successfully structured their CS teams.  We are a small team and work across counter, calls and our Pay Parking function.  I currently rotate team members through the roles but my focus is on the next level job design.  What works best…. a senior CSO that coaches and mentors as part of the frontline or a Supervisor/Leader that is completely removed from cashiering and day to day tasks.  I’m keen to build a structure that supports our growth and builds capability.  Thanks in advance for sharing.

1 Answers
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Margie Jackson Staff answered 3 years ago

Hello Donna 
As you are a small team can I suggest a role that combines the two.  Their focus would be what area you feel is in need the most at the time.  Also planning some priorities for the year may help manage the person in the new role manage their work.  If the area in need the most is training/mentoring plan how, what and for how long that may take.  Once first phase of it is completed, give the team some time to shine and take in what they have learned.  At this time the person in the new role could spend some time with you planning projects that you feel would help build capacity.
Hope this helps.
Cheers