From the Contact Centre

Congratulations

Huge congrats to Sophie Cooper and Lauren Nation who, following a recruitment drive at the Contact Centre, are soon to become Team Leaders on the Consumer Service.

Well done both, we are all so pleased for you and know you will do well.

🥳👍

Already comfortable in Lisa's office, Sophie moves from Consumer Service Senior Adviser to Team Leader to...??

Meanwhile, Lauren, also a Consumer Service Senior Adviser, seems quite comfortable behind Lucy Owen's X-Ray desk...Hmm!!

Wow! Part 2 Well done and thank you to all the staff and in Caerphilly whi raised £83.50 in the McMillan Coffee Morning.

The most important day of the week.

The pre-pandemic staff among you will remember that back in the 'old days' there was breakfast provided in the Contact Centre kitchen.

From Monday this week this has been reintroduced. So if you don't fancy a Greggs bacon roll, pop into the kitchen for some hot buttered toast and jam.

Depending on it's success, more breakfast favourites may be added!!

event·ful

[ɪˈvɛntfʊl, ɪˈvɛntf(ə)l]

ADJECTIVE

marked by interesting or exciting events:
"his long and eventful life"
synonyms:
busy · event-filled · action-packed · lively · active · hectic · noteworthy · notable · outstanding · important

We all work hard and it's nice sometimes to take a few minutes from the day to relax a bit and have a bit of fun.

The Contact Centre Eventful team works hard organising fun events both out of the office (Christmas party) and in, like the Task Master competition coming up this Friday (19th August). The team do this on behalf of all staff in the Contact Centre, so if there is something you would like to see us do, or do differently, please let the team know.

You can email the team: eventful@cacbg.org.uk

or submit feed back here:

Eventful Feedback

Consumer Success

The consumer team in the contact centre were recently visited by the Competition and Markets Authority along with Jon Walters, Consumer Service Delivery Manager at Citizens Advice National.

Immediately after the meeting Jon sent this email to Lisa McLain:

Hi Lisa

I wanted to let you know as soon as possible that the visit had been a great success.

All of the visitors commented on how much value there had been to the visit. They learned a great deal about the problems consumers face, how we support them and we also entered some wider discussions about closer partnership working to help close areas of consumer detriment.

They all also commented on the excellence of the advisers they sat with, specifically (and not exhaustively) their level of knowledge, empathy, questioning skills, assertiveness and data collection. They will be following up in their own words with a short email to pass on to the teams directly.

Can I offer my sincere thanks to Martyn and the entire team for making everyone so welcome and for such a smooth day. It could never have been as successful as it was without the invaluable support from the management team at your centre, both in the lead up and on the day. As always I am exceedingly grateful.

Can I please request a copy of the photos taken at the end please, as we will use them on Workplace to highlight the visit, and your integral part in it.

Thanks once again, and speak soon.

Jon

Profiles

Tayler Olsen

When you were a kid, what job did you dream of having when you grew up?

I wanted to either be a vet or an artist, very different jobs!

What advice would you give to your teenage self?

Stick with your gut feeling, don't let others pressure you.

If you could write a book about your life, what would the title be and why?

I have no idea! my life is too boring to be a book anyone would want to read.

What do you do to turn things around when you’re having a bad day?

Either tell myself to get a grip or eat chocolate, drink tea, cuddle my dog and watch The Office.

What’s the best advice you were ever given? Who was it from?

"Identify your problems, but give your power and energy to solutions" - Tony Robbins.

If you could trade places with anyone for a day, who would you choose?

Maybe Richard Branson, just to live on the island for the day.

Do you have a hidden talent? What is it?

I am talentless I'm afraid.

What’s one song or artist that you’re embarrassed to admit you like?

No shame when it comes to music!

But I do constantly get told "I'm wrong" for passionately disliking Michael Bublé.

What’s one totally irrational fear that you have?

Clowns.

What fictional place would you most like to visit?

Hogwarts.

What three things would you take to a desert Island?

My dog, a book and if I could, I'd bring a person to chat with, so I don't go mad!!

(As long as it's not the Bublé we presume!)

Terry O'Neill

When you were a kid, what job did you dream of having when you grew up?

So, all through my teenage years, I was a superfan of the show, “The X-Files”. For those that have not heard of it, it involved two FBI detectives solving paranormal cases, from alien abductions to locating Bigfoot. One of the protagonists, Agent Scully, was a Forensic Pathologist. For the longest time, I wanted to emulate Scully, hunting ghosts and solving crimes! So I based all of my GCSEs and A-levels around becoming a Forensic Scientist. Only to realise too late, that I actually only really enjoyed watching the show!

What advice would you give to your teenage self?

In school, I used to study the Japanese language. I was lucky enough to travel to Japan as part of a school exchange program. After leaving school, I stopped studying and lost touch with my Japanese family. I regret it to this day. I would tell my teenage self to keep up the studies and stay in touch with those that make a real difference to your life.

If you could write a book about your life, what would the title be and why?

“Grin and ‘bear’ it.” - my mates used to call me the “cheery bear”.

What’s the best advice you were ever given? Who was it from?

I think it would probably be to always be kind to people, you never know when you might need to lean on someone in the future. My Mum and her pearls of wisdom.

What do you do to turn things around when you’re having a bad day?

If I’ve arrived at the office in a grump (and it does happen!), I have been known to reset my day, walking to the main doors and back, and coming back in with a change of attitude. Sometimes it works, if it doesn’t, I hold out until I can have a gin at 5pm!

If you could trade places with anyone for a day, who would you choose?

Someone like Mark Zuckerberg or Jack Dorsey, purely so I could close social media platforms down for a day and let everyone just have a nice face to face chat with each other!

Do you have a hidden talent? What is it?

My thumbs are double-jointed, and I can touch them to my wrists.

What’s one song or artist that you’re embarrassed to admit you like?

I have many songs and artists that most would find cringeworthy! I’m a secret fan of J-Pop K-Pop, and I have BTS, Blackpink, and Twice on my playlists!

What’s one totally irrational fear that you have?

When I was very young, my Dad took me ice skating at the Cardiff Devils Rink in the City Centre. I hated every minute of it: it was too cold, I fell over umpteen times, and it was just not a fun experience. I vowed at the time never to go again. However, when I was 16 or so, my mates persuaded me to go again. I was reluctant, but felt the peer pressure. So I’m shuffling around the side of the rink whilst my mates whizzed around in the middle. I started to become more confident and so I braved cutting the corner. Like Bambi on ice, I made it two feet from the edge, before my legs flew up and into the air, I span around upside down, and *bump*, landed on the top of my head, semi conscious on the floor of a busy ice rink. The judges scored me a 5.9 though! Ever since then, going near puddles of ice sets my anxiety through the roof!

What fictional place would you most like to visit?

I’m a bit of a geek, and I love all things high fantasy. So I would love to travel through the world of The Lord of the Rings. Who wouldn’t want to live in Hobbiton!?

What’s your most used emoji?

😂

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