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LATEST NEWS
 Photo shows (front to back): Customer services team leader Lisa Shillcock, senior customer service advisor Mandy Hames, customer service advisors Rakhiya Ali, Emily Weekes and Amanda Eastwood.
More than just taking calls - meet the customer services team
In the last two issues of One Charnwood, we have introduced colleagues to the new-look customer experience and customer services team. Last week we introduced each member of the customer experience team. This week, it’s the turn of the customer services team.
The contact centre and front-of-house teams have recently merged into one well-oiled customer service machine! As a combined service the customer services team have a lot of knowledge and support each other and CBC as a whole to make sure the customers issues are resolved at the earliest point possible – both internal and external.
We sat down with customer services team leader Lisa Shillcock, senior customer service advisor Mandy Hames, and customer service advisors Rakhiya Ali, Emily Weekes and Amanda Eastwood.
Pre-election period and guidance for officers
As you know, the local elections will take place on May 4. That means there will be a pre-election period which will begin for Charnwood Borough Council on Wednesday, March 22. It will be in place until after the elections.
The pre-election period means the Council must be particularly careful around publicity and communications. We can still issue press releases but must do so with care.
Staff briefing recording and feedback form
Thanks to those who were able to join the staff briefing last week. If you couldn't make it, don't worry. You can find a recording of the briefing below:
If you have any feedback on the session to help us with future briefings, please let us know via this feedback form.
Council accommodation update
As mentioned at last week’s Staff Briefing, and just for those who may not have been able to attend or watch the recording, we gave an update on the future of the Council’s Southfields offices.
As you may know, we have been exploring an option of creating new offices on the Southfields Car Park Extension. As we said at the time, we needed to do some exploratory work on the site to see if there were any issues. The work had to be delayed as we completed the Bedford Square Project, but have now continued.
However, the explorations have found that the site isn’t suitable for a new building there or to be fair, a substantial amount of work (and cost) would be required, therefore it is not viable.
This means that we will continue to look at other options. For now, nothing is off the table, including the option to stay where we are and try to maximise the potential of the building.
There are many factors to consider but in general our broad aims are to:
- reduce ongoing costs so we can channel as much funding as possible into frontline services
- reduce our carbon footprint
- improve the working environment for staff / and customers.
We have always said it would be a long-term process and we will continue to keep you informed.
Customer service desk opening times
Just to update you, since last Monday (February 6) we have re-opened the customer service desk at Southfields so that it is open from Monday to Friday 9am to 4pm without closing at lunchtime and it is working well.
The DWP will remain closed at lunch for the foreseeable future but we will inform you if this changes in the future.
 Alan Twells (centre) with Health & Safety and Business Engagement Manager Stuart Adkins (left) and Chief Executive Rob Mitchell.
A fond farewell to Alan
CBC said goodbye to head of regulatory and community safety Alan Twells on Friday (February 17) with a leaving presentation in the Break Out, where colleagues thanked Alan for 14 years of service. Alan will be missed, and everyone at CBC wishes him the best for the future.
Office printers update
Our current multi-functional Kyocera printing devices are more than three years old, and as part of our lease agreement the existing devices will be replaced today and on Wednesday (February 22).
The newer printers will provide improved performance and reliability but will have the same functionality and familiar user interface.
Review of Yoga & Mindfulness sessions
A question was raised at last week’s Staff Briefing asking if the free yoga and mindfulness sessions could be re-introduced as part of the staff health and wellbeing support package.
To help us to understand better the level of demand for this package, please email Lyn Smith if you are interested in any of the following:
- Yoga online
- Yoga in person
- Mindfulness online
- Mindfulness in person
The Walk and Talk project
The Walk and Talk project is a new walking group aimed at supporting men’s mental health and wellbeing. The Active Charnwood team have been supporting the group with training whilst they grow the project.
Of the project, the group organisers say: "If you’re a bloke and struggling with your mental health/loneliness/fitness or overall wellbeing, our group could be for you."
Find our more on their Facebook page or contact them by email at thewalkandtalkproject@gmail.com.
Green Rewards - January voucher winners
Each month we award a £10 voucher to the person who earns the most Green Points for the month previous. We also give away two Charnwood eco-prizes away in a raffle to anyone who has taken part in activities.
Well done to our January top points earner Louise Kingham, and our raffle winner is Rakhiya Ali!
Could you be a winner for February?
Fairtrade Fortnight: February 21 - March 6
The Fairtrade Foundation promotes safer working conditions and fairer pay, certifying foods that meet this high welfare standard with a Fairtrade stamp.
Fairtrade Fortnight runs from February 21 until March 6, and is their international two-week campaign that spreads the key message that “making the small switch to Fairtrade supports producers in protecting the future of some of our most-loved food and the planet.”
Make more Fairtrade purchases, or help spread the Fairtrade word, during Fairtrade Fortnight and onwards to help create a sustainable and ethical future for everyone.
REGULAR FEATURES
Starters, movers and leavers
A warm welcome to the Loughborough Town Hall team for technician Kimberley Tuplin-Mace and operations assistant Donald Clark.
Leaving CBC at the end of February is technical manager Adam Greenwood. All the best for the future, Adam.
Information on cost of living support and advice
The Council has put together a web page to signpost people to the support available to help with the rising cost of living. Staff may also be interested in viewing the webpage.
We know some staff live outside the borough so we have put together some links to web pages created by other councils in different areas. The links can be found on the intranet.
Staff compliments and feedback
We have received some lovely messages from customers. You can view them on this webpage.
Email communications@charnwood.gov.uk if you have received feedback from customers or would like to compliment one of your colleagues on the compliments webpage.
Jobs at CBC
All available jobs at Charnwood Borough Council can be found at www.charnwood.gov.uk/jobs.
Online Training Portal
The Charnwood Online Training Portal is a one-stop shop for training resources related to Office 365, Teams and SharePoint so that all staff can get the best out of the programmes.
Check out the online training portal on the intranet here: https://charnwoodbc.sharepoint.com/sites/O365CL.
The training portal will be updated regularly. Keep coming back and please feel free to leave feedback via the site, or email the ICS Helpdesk if you would like to make a suggestion for the site.
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