Meet David and Amanda!
They both work as part of our Contact Centre, being the first point of call for a range of customer enquiries. It’s a varied role that sees them both work across a wide number of council departments including property maintenance, waste services, council tax and, in Amanda’s case, children and adults’ social work. This variety is part of the appeal of the role, as Amanda explains: “There’s no day the same. In the six years I’ve been here there’s always something new but you have people around you to support you.” David agrees, adding: “There’s always somebody if you want to ask a question and they’ll try their best to help.”
Having a naturally helpful attitude is key to working in the role. David previously worked in retail but has enjoyed the chance to work in a different customer service environment. “It’s great when you’re able to help the customer and see the issue right through to its conclusion. It feels satisfying as you’ve helped them with their problem,” he says.
As well as taking and resolving calls and referrals, team members work with departments across the council, using their customer knowledge to help make positive changes in how services and systems work. They also visit different departments and areas to see how enquiries are dealt with after they leave the Contact Centre.
“It’s great. There are opportunities to learn more skills, train people, get promoted or move within the council,” says Amanda. “The job fits in with me around my kids but it’s also allowed me to pick up studying again for my professional qualification. Everyone’s really friendly and we are a close team.”