National Executive Committee

Lee Wear

President, National Local Government Customer Service Network

Team Leader Customer Relations, Camden Council

Camden Council has reshaped how customer service is delivered both internally and externally and as the Team Leader of Customer Service, Lee has been involved in many customer centric projects. Lee’s focus is to continually drive Customer Service across the whole of Camden Council to improve both internal and external customer service. An inclusive, innovative leader that has built and continues to add to a team of passionate, enthusiastic people who make it possible to together achieve outstanding results.

Lee believes that it’s important for her Team to understand how their contact with every customer both internal and external shapes the Council’s and the Team’s reputations and never lets them forget just how amazing they are. Customer Service is part of every role within a Council and the key is having the right people as role models to the rest of the organisation.

Having worked in Local Government for over twenty years but coming from the private sector, Lee has a wealth of experience and is happy to share and exchange ideas – make sure you catch up with her at the conference or contact her at Camden Council – Lee’s a strong believer in not underestimating having a great network of people to bounce off or exchange ideas as it opens you up to all sorts of opportunities and possibilities!

Allister Brockley

Vice-President, National Local Government Customer Service Network

Team Leader Customer Experience, Albury City Council

Allister’s career path has always been customer focused.  He spent fourteen years in the casino industry and then embraced the opportunity for change by entering Local Government in 2009. Allister began his career in local Government with the City of Sydney Council where he invested nine years and was privileged to work alongside a number of wonderful colleagues in a variety of teams.

Allister says, ‘I joined the National Local Government Customer Service Network in 2018 and have enveloped myself in the energy, the knowledge and the great relationships that the Network has provided me.  It is the collaboration, the opportunities and the sharing of information that I find priceless. Not to mention the great catch up’s, workshops, events and yearly conference where we celebrate each other and our achievements. To be able to connect with other Customer Service Professionals in one platform has been nothing short of Customer Service Excellence.’

Karli Fairclough

Secretary, National Local Government Customer Service Network

Senior Customer Relations Officer - People, Camden Council

Karli has worked in Local Government for over 24 years. She was fortunate to commence her government career at the City of Canterbury Council working alongside one of our previous Executive members Clare May and now working under the great leadership of the Network President Lee Wear.   During this time, she has seen and been involved in many changes to the way the customer both internal and external are view and serviced.

She has been involved in the network for many years but is very excited to be part of the Executive Committee.

Karli looks forward to sharing my knowledge and experiences over the next 12 months.

Pauline Webb

Treasurer, National Local Government Customer Service Network

Senior Executive Officer, National Local Government Customer Service Network

A consummate and effective senior manager, Pauline has enjoyed a career of over 40 years managing information technology and customer service departments within local government. An advocate and implementer of continuous improvement, Pauline embraces new and emerging technologies to create efficiencies, cost savings and provide the tools for measurable positive outcomes.

For many years, Pauline was a long-standing volunteer committee member of two National Local Government Associations focused on technology and customer service. For over 20 years, she was a long standing committee member of the National Local Government Customer Service Network of which she was the President for 15 years.

In early 2019, Pauline was appointed to the role of Senior Executive Officer of the National Local Government Customer Service Network. Reporting to the President, Pauline leads the strategic direction for the organisation and coordinates a varied program to benefits the members and sponsors.

In addition to this position, Pauline is in demand as a local government change management consultant strategic transforming Councils to be the best they can be.

Committee Members

Executive Profiles6

Debra Duan

Customer Experience Project Coordinator 

City of Canterbury-Bankstown Council

Executive Profiles8

Gabrielle Bowring

Coordinator Customer Service

Glenorchy City Council 

Executive Profiles9

Katie Smith

Customer Service Coordinator

Eurobodalla Shire Council 

Executive Profiles10

Maree Bice

Coordinator People and Systems 

Albury City Council


Michelle Berridge

Manager Customer Services 

Northern Beaches Council


Vikki Knight

Manager Customer Service & Records

Fraser Coast Regional Council



Troy Hamilton

Coordinator Customer Service Centre 

Lake Macquarie City Council