Background
Thames-Coromandel District Council has always been an organisation that has had a strong focus on providing excellence in Customer Services. In 1995, following an organisational restructure the Customer Services team as we know it today was formed.
A one-stop shop concept was initiated to provide and educate customers with information about Council services, irrespective of the customer query, the first point of contact whether by telephone, face to face, or in writing, is through the Customer Services Team.
A group of widely skilled people who have a general knowledge of all Council departments and procedures can respond to queries of any nature by either answering at first point of contact or ensuring that the customer is directed to the appropriate department.
Council can be contacted 24/7, either directly to your local office during normal office hours or through Councils after hours service provider. In all instances your request will be forwarded to the appropriate staff member or operations contractor for actioning.
Council records all customer requests through a Request for Service computer system which ensures all customer queries are recorded and actioned within specified timeframes.
This ensures that customers receive consistent and timely responses to their queries.
Team Structure
The Customer Services team is staffed by 12 team members – 9 based in Thames and one in each of the Council’s Service Centres at Coromandel, Whitianga and Whangamata.
Just a few of their responsibilities include:
- Cash receipting
- Rating enquiries and rebates
- Dog Registration
- Cemeteries – both arrangements for interments and genealogical enquires
- Operational Contracts - Requests for Service (Roading, Parks & Reserves, Solid Waste & Utilities)
- Bylaws - Requests for Service
- (Animal Control, Noise Control, Environmental Health Issues)
- Environmental Services - Requests for Service
- (Building Consents, Resource Consents, Health Licences)
- Rural Fire Permits
- Buskers Permits
- Property information and LIM reports
The Customer Services Team is dedicated to ensuring that all customers receive a friendly professional comprehensive and timely service by providing a link between Council staff and Council Contractors.