2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                           8 FEBRUARY 2022

    |         Phone Training:
              Following a review of the Customer Service training plan, a 10 Day training program was
              developed. This new training format covers all content previously provided to new recruits,
              broken down into a daily training checklist. The benefits include:
                            o   being able to recruit and on-board multiple staff at the same time
                            ©   training can be completed as part of business as usual (BAU)
                            o   new staff have more practical training
                            o   training pace and content can be adapted to meet the needs of the trainees
                            ©   consistent approach to staff training, as all guides and daily activities are
                                in the customer service knowledge base system (iP@N)
              Five new staff have completed the training and while additional enhancements can be made,
              it has received positive feedback from the team and trainees.

              Counter Training:
              Using a similar training format to the phone training, counter training has been streamlined
              to develop more competent Customer Service counter officers. This training provides a
              structured format for staff as there was previously no documentation in place. It differs from
              the phone training as it is provided solely by peers. Like phone training there are further
              development opportunities, but this work has provided an important starting point.

              External Training:
              With a reduction in face-to-face meetings and training both internally and externally the
              Customer Service team has been unable to attend any externally provided training
              opportunities. In an effort to upskill staff and provide ongoing training opportunities,
              Customer Service has utilised the CANITY training library. This is a low-cost subscription based
              online course that has been designed to deliver 3-5min training tips to help improve a variety
              of customer service skills. These are assigned to Customer Service team members and
              completed between calls and during quieter periods.

              Development:
              Over the past year a number of key team members were identified for development to be able
              to backfill the Customer Service Team Leader and Customer Service Liaison Officer role. This
              has allowed for greater support within the branch as well as giving the team members high
              skill acquisition, enhancing employee retention and motivation. This development will
              continue and aims to give more flexibility and opportunities within the team and allows for
              guaranteed coverage in times of leave and absenteeism of these two key roles.

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