Local Government & Councils
Council Customer Service skills assessment
Customer service teams are the first contact ratepayers have with council. This scorecard covers enquiry handling, request management, rates and fees knowledge and dealing with upset residents so councils can lift service consistency.
- 10 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 10 Council Customer Service skills you can score
These are the default Council Customer Service skills in SkillScorer. Each one is scored from 1 to 10 for every officer, and you can edit, remove or add skills at any time.
Handling Enquiries and Requests
Answers enquiries accurately, logs service requests and follows through to resolution.
Knowledge of Council Services and Processes
Understands services, forms, fees and where to refer people.
Rates, Fees and Payment Enquiries
Explains rates notices, payments and concessions clearly.
De-escalating Frustrated Residents
Stays calm and empathetic with upset or aggressive customers.
Community Language and Access Support
Assists people with disability, language barriers or low literacy.
Customer Request Systems and Records
Uses CRM and request systems accurately.
Managing Waiting Times and Expectations
Explains timeframes and manages expectations honestly.
Privacy and Confidentiality
Protects resident privacy and follows information laws.
Teamwork with Back-Office Departments
Works with other departments to resolve issues quickly.
Feedback and Complaint Processes
Explains and records complaints and feedback correctly.
Levels included with Council Customer Service
Council Customer Service starts with 6 levels, which SkillScorer calls “Grade” for local government & councils, so officers can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Officer
- Senior Officer
- Team Leader
- Coordinator
- Manager
How Council Customer Service works in SkillScorer
Score
Each officer in a team is scored on the Council Customer Service skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank officers, compare two side by side, or compare your teams against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Council Customer Service skills need attention. Reports also follow each team leader's team.
Council Customer Service scorecard: common questions
What skills does the Council Customer Service scorecard include?
SkillScorer's Council Customer Service scorecard covers 10 skills: Handling Enquiries and Requests, Knowledge of Council Services and Processes, Rates, Fees and Payment Enquiries, De-escalating Frustrated Residents, Community Language and Access Support, Customer Request Systems and Records, Managing Waiting Times and Expectations, Privacy and Confidentiality, Teamwork with Back-Office Departments and Feedback and Complaint Processes. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are officers scored in Council Customer Service?
Every officer is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one team and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Council Customer Service?
Council Customer Service starts with these levels (called “Grade” in the app): Trainee, Officer, Senior Officer, Team Leader, Coordinator and Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Council Customer Service skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In local government & councils the app talks about officers, teams and team leaders, and you can change any of those words too.
Score Council Customer Service with SkillScorer
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