The calls are like a box of chocolates. You never know what you’re going to get!”
Abigail, our Customer Service Specialist, tells us what she loves about her job and the development she’s had in the team.
Tell me a bit about your role?
I work in the award-winning Contact Centre, which is the main contact centre for Somerset County Council; the team take calls for Adults’, Children’s and general SCC services. I work within the Children’s team, so we take any calls for queries about Children Services. This includes: Children Social Care, SEND and entitlement enquiries, just to name a few! My main role within the team is taking phone calls for members of public and professionals. Our main aim is to help and resolve problems at the front door but also provide great customer service.
What career progression have you had with Somerset County Council?
I started at Somerset Direct 15 months ago as an apprentice in the administration team at the Contact Centre. My apprenticeship was for a year and I gained a qualification in Business Administration Level 2. By doing my apprenticeship, it gave me the knowledge and the skills to progress through the team and my Somerset County Council journey. This August, I have taken a step up in the team and am now working as a customer service specialist, which has been a great opportunity for me to progress.
Tell me about your team?
The Children’s Team is an amazing team to work in. The whole team work together and support each other with any challenges that anyone may have. No one is left out and we all get on as friends as well as work colleagues, which makes it a good environment to work in.
Favourite thing about your job?
This role has many different challenges that we face along the way. However, my favourite thing about this job is the variety of calls – no two days are the same and it keeps me focussed. The calls are like a box of chocolates, you never know what you’re going to get!
Abigail Bonning, Customer Service Specialist