What We Do: The Amelia Scott Contact Centre

The Amelia Scott offers a huge range of services, find out what goes into training our staff so that they can support all residents.

My name is Caitlin and I work at the Amelia Scott as a Service Delivery Training Officer.

Within my role, I can be found assisting customers in our Welcome Hall Help Point with their Council-based enquiries, trying to locate books or set up customers with library cards in our libraries or you can find me taking calls in our call centre.

Additionally, I organise the internal training programme, ensuring that our staff are trained in the Services we assist with at the Amelia and making sure this knowledge is kept up to date.

In the last year, we have had some new assistants join the Amelia Scott. I have been working on getting these team members trained to a level where they are able to assist customers with select service enquiries (for example, how to assist a customer whose bin has been missed etc). This includes organising and delivering the service training but also organising experienced advisors to deliver the training as well. Plus, handling face to face enquiries and call centre enquiries and tasks.

Looking ahead, I am making the training resources greener by reducing paper usage. I am working with our Smarter Digital Services to create a programme which will hold training resources in an easy-access file, also making it easier for our assistants and advisors to locate the information they need.