I started my second week with a visit to the contact centre, Galw Gwynedd in Penrhyn Deudraeth. I also spent some time a little closer to home at Penarlâg in Dolgellau. There, I spent a morning visiting Siop Gwynedd.
These are the main points of contact for the citizens of Gwynedd with the Council. This allowed me to receive a wide variety of experiences, such as:
- Listening to a mixture of inbound calls from the public. There was a vast amount of calls coming in with different enquiries each time!
- Assisted the staff with online enquiries from the self-service function
- Administrative tasks – Assisted with sending annual and residential parking permits on request
The combination of those tasks above were vital in providing me with more understanding on the type of enquiries that the council deal with on a daily basis. The experience also provided me with an insight into the volume of inbound calls that the staff of the contact centre have to deal with, and how efficient and knowledgeable all the staff there were!