Profile: Corina Docking, City of Stirling
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Corina Docking Number of years in role: 21 months |
What do you do?
Primarily I am responsible for implementing strategies that ensure the City of Stirling is able to provide and sustain an outstanding level of customer service. I work across the organisation to ensure that the City is on target with customer service standards. One of my main responsibilities is the City’s Customer Contact Centre.
What results are expected in your position?
There are several results expected. They include:
- Management and results of the Customer Focus Program
- Review and monitor quality Customer Service Standards
- Customer Service Improvement Plans, and
- Section Budget
What has been your biggest career highlight to date?
I have had lots of ‘career’ highlights. I am really passionate about working with teams and individuals to develop their understanding and commitment to their role in an organisation. My view is that if you spend time and energy supporting, developing and educating staff then the ability to sustain standards across the organisation is greater because you have valued and knowledgeable people interacting with your customer base every day.
If I were to define one moment that highlighted my career it would be the day (a few months after I started) a staff member walked up to my desk and told me exactly what she thought. She said: “I want you to know that when you started here, I didn’t want you here. But I want you to know that I am glad that you came here. I hated coming to work, but I actually like coming to work now.” She said it all very ‘matter-of-fact’ and walked away. After years of coaching, feedback and being ‘performance managed’, it was that single moment that made me really feel that I was finally getting it right.
What is the best and worst thing about your job?
The best part of my job is being able to come up with innovative solutions to old issues, and working with my team to make them happen.
The worst part is at times it can be difficult to get unconventional approaches to solving issues supported.
Any tips on how to get and stay ahead?
- Never assume that people ‘get’ you or what you do
- Don’t underestimate the value of networking
- Talking the talk is fine, but back it up with something concrete
- Actively listen to your staff
- Don’t be afraid to let your staff try new ideas, and
- You know what they say about karma: ‘What goes around comes around’. Support those around you; you need them as much as they need you.
How do you encourage loyalty with your staff and clients?
I feel that you can encourage loyalty but essentially you have to earn it through practising open and honest communication. I make a conscious effort to keep in touch with my staff and what is going on. I strongly value mutual respect and work hard to encourage those values in my staff. I feel that my staff appreciate my support and know that I work hard for them. They know that I will be the first to ‘roll up my sleeves’ and work to get the job done if it is needed. I always try to maintain exclusivity amongst the team and treat everyone equally.
What do you think employees want from their employer?
I think that employees at any level want to be treated with respect. Employees want to be involved in the planning and direction of the organisation they work for. They want to be included in the decision-making and they want to be consulted on change. I think that employees these days are not content to just come to work and do their job and go home. Many want to immerse themselves in the organisation’s goals and be a part of the successes.
What does your company do for its staff that you feel is different from what other companies provide?
Local government in general is becoming more professional. Career opportunities in local government are only limited by the imagination.
The City of Stirling is the largest council in Perth and one of the few that operates a central Customer Contact Centre. The location and ambience of the building is welcoming and convenient and staff have access to free parking, a gym and a canteen.
The City of Stirling offers fantastic opportunities for anyone wanting to have scope in their role. Stirling is one of the oldest and highly developed councils in Perth (which makes us one of the most financial councils in Perth) and covers diverse areas from the beach to inner city living, which offers a diverse range of projects and focus for staff.
What are the biggest human capital issues your industry is dealing with …and what should be done about them?
Retaining good staff is the biggest issue. To retain staff, organisations need to provide an environment where staff feel valued and motivated and allow staff to have ‘buy in’ and a sense of ownership of what is happening in the organisation.
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