The Communications and Customer Experience directorate includes the following areas:

Communications Strategy and Performance

This team supports the other directorates to develop communications plans for key initiatives linked to the Council Plan, multi-channel media, news and announcements. The team informs and educates the community on Council services and facilities.

Content and Digital Marketing

This team creates content for our digital channels and provides a print, design, video, social media and publishing service. The team works across Council to lift the standard of communications and interaction via the web, intranet and social media. The team is responsible for providing web training to Council users, setting and maintaining web standards and innovating digital solutions to enhance the customer experience.

Customer Service

This team manages customer service standards and quality across Council. The team runs the contact centre, front counter and cashiering operations. It manages customer data and case creation to facilitate a single view of the customer as part of the Boroondara Customer First Program.

Engagement and Research

This team develops, supports and coordinates research and engagement activities. The team leads community consultation and engagement practices at Council and coordinates service satisfaction research and reporting.