Toni Chatfield

Lead, develop and support a team of Customer Support Officers across a range of specialised functions, including water leakage remissions, billing adjustments, Customer application processing (Infrastructure connections, Trade Waste, Metered Standpipes), plumber’s reimbursements, water assist and plumbing assist.

KEY RESPONSIBILITIES

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Assisted in recruitment to build team of top performers.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Led by example, demonstrating commitment and professionalism that inspired team members to excel.

ACHIEVEMENTS

• Leading through organisational change, specifically the recent relocation from nominal desks to desk sharing and working from home, implementing a 60/40 FWA roster.
• Transition of Water Assist, Plumbing Assist, and Plumbers Reimbursements: Cross-skilling team members to these new functions motivating new skills and growth opportunities.
• Development and user testing of WasteID/SID from the legacy of TWIMS for metered standpipes.
• Implementing a simplified register of MSP backflow compliance certificates, public liability, and vehicle registrations for MSP, reducing the time required to perform a task.
• Collaborating with the Recycled Water Team to increase the efficiency of Recycled Water Carrier annual applications, a labour-intensive process for the CAP team and of no revenue to the City, by extending the applications to every three years, amending the terms and conditions, and reducing vehicle signage.
• Tailoring procedures to accommodate the learning style of an individual staff member.
• Initiated Code Black Training in support of the teams safety.
• Successful reclassification of the Team Leader position benchmarking against comparable competencies according to the Job Success Profile.
• Collating evidence and supporting documentation for an EWOQ complaining, providing subject matter expertise.
• Facilitation of daily team catch ups on Teams to connect the team and improve culture.
• Supporting the Supervisor in the mentoring and coaching of a team member to improve performance.

• Responding to the needs of internal and external customers by processing applications for City Infrastructure (Sewer and Water Connections, Metered Standpipes, Recycled Water, Trade Waste Compliance, Sewer Drawings and Hydrostatic Network applications)
• Providing support to Water & Waste across various projects and initiatives.

• Delivering appropriate and equitable regulatory action through issuing warnings and infringement notices when identifying parking breaches
• Reduced congestion in high-traffic areas by directing vehicles to appropriate parking locations during events.
• Participated in training sessions to stay updated on new policies, procedures, and technologies related to parking enforcement.

• Worked closely with key stakeholders, including builders, interior designers, developers, cabinet makers and their clients and customers.

• Provided a high level of customer service to clients, including builders, plumbers and the general public and advising them on product selection whilst managing a team of three consultants.

• Led a team of consultants to exceed KPI's with efficient scheduling of Service Techinicians throughout Australia.

• Led a team of seven (7) Plumbing Estimators for major development projects for South East Queensland.
• Established a reputation for delivering reliable and accurate estimates, resulting in increased client trust and repeat business opportunities.