If you have ever contacted an organisation and been passed around departments with no one willing to help you, you will know all about the frustration that brings. Terry is very aware what good customer service should be and she was willing to roll-up her sleeves to make a difference at Elmbridge Borough Council.
Terry is a key member of the BCSET team at Elmbridge, BCSET standing for Brilliant Customer Service EveryTime - an ongoing programme to improve the Council’s engagement with its customers. Everything from customer letters to reception areas at the Council’s main office in Esher were assessed from the customer’s view point and the necessary improvements made.
Her approach to projects is always “let’s get on with it”, which has encouraged her to diversify her role and allowed her to develop herself professionally. She has embraced the training opportunities on offer and sought out additional learning when needed which has given her the boost to keep moving forward in her career at Elmbridge.
Terry arrived at Elmbridge Borough Council for a 6-month project but her flexible approach, analytical skills and the variety of her work have kept her at the Council for 11 years.