Whitehorse News - July 2022

Working for Whitehorse series

Whitehorse City Council has a hardworking Customer Service team operating out of the Nunawading Civic Centre, Forest Hill Chase and Box Hill Town Hall. They provide service in person, by phone and through several digital service channels.

Rikki Skocir is one of the friendly members of this team, helping out Whitehorse residents in her role as Acting Lead Operations, Customer Service. At 28, she’s already dedicated 10 years of service to the Whitehorse community.

“I joined Whitehorse in 2011 as a school-based trainee and have been here ever since starting in Year 12,” said Rikki.

“I manage the day to day operations for the Customer Service Team. My day changes depending on what issues arise.

Typical tasks include rostering, procurement, checking the day’s cashiering transactions, reporting statistics, projects and supporting the team in any way they need.”

If you have been on Council’s website, you may have noticed or interacted with the Chatbot, Ed. Rikki manages this handy and clever service.

“Ed is a pop up, asking customers how he can help and answering common questions with pre-progammed answers. The service is available 24 hours a day, 7 days a week.”

“In the future, he will programmed to actually have conversations with customers which is exciting!”

Council’s Customer Service team handles a wide variety of enquiries, most commonly relating to bins, rates, hard waste and general community concerns and issues.

Rikki was instrumental in working out the best way the Customer Service department could serve the community while working remotely during the pandemic.

“It was challenging to see how COVID affected residents,” said Rikki.

“But what I enjoy most about my role is working with our great team and feeling like I get to make a positive impact for the community.”