Kelli Maynard

Kelli Maynard is a Customer Service Manager with over 27 years of experience in local government, specialising in customer experience, service transformation, and continuous improvement. Passionate about balancing customer needs with business priorities, Kelli has successfully redesigned customer service approaches, revitalised underperforming services, and introduced innovative solutions that improve efficiency and outcomes for both customers and organisations.

Throughout her career, she has championed the use of technology, including AI, to enhance customer experiences and empower teams through knowledge, training, and development. Her work has delivered year-on-year improvements in service performance, strengthened cross-departmental relationships, improved customer insight through smarter reporting, and generated significant efficiency savings.

A strong advocate of people-first leadership, Kelli believes that exceptional customer service starts with engaged and supported colleagues. She is passionate about building high-performing teams and fostering a culture of transparency, collaboration, and continuous learning, recognising that when teams are valued and supported, they are best placed to deliver outstanding outcomes for customers. Kelli is driven by a desire to make life easier for residents and colleagues alike, ensuring services are both effective and customer-focused.