An interview with Mel, Customer Experience Service Improvement Lead.

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

Hi, I’m Mel and I am a Service Improvement Lead in the Customer Experience team. I started my journey with the County Council in December 2021, where my previous experience and background in customer service included both the hospitality and higher education sectors.

Since joining WSCC I have had the privilege to work with and learn from a fantastic team and feel joining the council is the best decision I have ever made.

What inspired you to become a Service Improvement Lead?

What drew me to the role was the ability to utilise my transferable skills, in a role that gives back and makes a difference to others.

Why did you choose to work for WSCC?

What stood out from the start was the wonderful culture of the organisation, emphasised through the organisation's living values and genuine care shown by all.

What is the best thing about being a Service Improvement Lead at WSCC?

The best thing about being a Service Improvement Lead is that you never stop learning. Whether it is about a service, the organisation or your own skills and knowledge. Then there is the opportunity to use that learning to contribute to improvement opportunities that will benefit and support others, either in the organisation or our residents.

What do you particularly enjoy about working in the Customer Experience team?

The most enjoyable element is the ability to interact with a variety of people and services, then being able to introduce improvements in a collaborative environment, which supports and benefits everyone. An ethos shared by the whole team, who are always available to help, guide and support.

How does WSCC support you to develop and progress?

To support learning there is a large variety of training courses available both online and in person. In addition to this, one-to-ones and development discussions provide an opportunity to discuss goals and ambitions openly and honestly.

The team and management team are also incredibly supportive and always keen to invest in learning and development.

Is there a particular case or something about your work here that makes you feel proud?

I am proud to be part of an organisation that truly cares not only about their staff but also every single resident.

What would you say are the challenges of being a Service Improvement Lead?

As a Service Improvement Lead, I interact with a variety of services and no day is the same. One challenge is learning who is who in an organisation that provides services across the county. However, this is also a wonderful opportunity to build new relationships with colleagues based far and wide.

What would you say to somebody considering joining us?

It is the best decision you will ever make!