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My Norwich

Employee Stories: Catherine Markwell, customer contact team leader


I started at the council as an adviser within the customer contact team, a position which helps customers with a wide range of service requests and enquiries such as environmental health, waste and recycling, housing and highways. When a new position of specialist adviser was created, I applied and was offered the role. This gave me the opportunity to work on other things such as training members of the team and developing different ways of working to improve our processes.

I have always been keen to progress and have successfully progressed to positions of senior adviser and now team leader. These positions have enabled me to continue develop my career in areas I enjoy, such as training and mentoring staff, while also taking on new elements including recruitment and performance management. The in-house training has been really helpful in filling in any gaps in my knowledge and has allowed me to continue to progress in the council.

Working in the customer contact team gives you an understanding of a wide variety of council services. It is common for members of the team to use this knowledge base to support them in applying for other jobs within the council. Many staff around the organisation started in customer contact and I think it helps ensure our residents remain the heart of what we do as an organisation.