An interview with Angela, Customer Experience Service Improvement Lead.

Hi Angela! Can you tell us a little bit about yourself?

Hi, I’m Angela, I have been with WSCC for nearly eight years, working in various parts of the organisation and now settled with the Customer Experience Team.

What inspired you to become the a Service Improvement Lead?

I was brought in to support the Blue Badge team and get them through some difficult times. By working together, we have been able to achieve great things for our customers both internal and external. Following this feedback from someone in my team, I think this more than covers the reason why I am still in this team…

"Just wanting to give you some feedback if I may.
Since coming onboard, I find you very supportive in that you discuss and listen to suggestions and quickly proceed with them if viable. A lady of actions!

For example, our newly gained access to search light which really improves our customer journey, the receipt letters currently being worked on all help us to focus on what really needs doing, processing applications.

Updates when returning from time off, previously if you weren’t here when the changes were made you weren’t informed. It was great to return this morning from five days off and be updated.

The monthly meetings we now have, again a great opportunity to catch up and suggest improved ways of tackling certain area of the application process, with the whole team’s input trying to constantly improve our customer’s journey. Myself, I find these meetings motivating.

It’s good to see so many points being actioned. So just wanted to wish you luck with your application because you are so good for us and the BB applicants!”

Why did you choose to work for WSCC?

The opportunity for career progression was evident and the amazing benefits...of course!

What is the best thing about being a Blue Badge Manager at WSCC?

I work with a great team who are passionate about what they can do for some of our most vulnerable in the county.

What do you particularly enjoy about working in the Blue Badge team?

The work we have been able to do over the last few months and will continue to do means the team feel part of the exciting times ahead.

How does West Sussex support you to develop and progress?

Regular catch ups with my managers means we are able to identify areas of strength and weakness and how I can develop to enhance my skills. The choice to progress is entirely mine but the options are there if I want them.

What would you say are the challenges of being a Blue Badge Manager?

Ensuring that our service users receive the best service they possibly can do. We don’t always get it right, but I would like to think we are open and honest and able to manage our customers expectations.

What would you say to somebody considering joining us?

This is a fun place to work!

No matter what your job title is, you are treated as an equal and we trust and value your opinions

Teamwork makes the dream work!