Employee Spotlight: Errol Crawford
‘I get a great deal of satisfaction in having the opportunity to contribute to the growth and development of many staff members who started their careers in customer services and have gone on to do wonderful things in the organisation.’
How long have you worked at the council?
I celebrated the completion of 18 years in the council in January 2024, having joined the council when it set up its first customer service centre for our residents.
Tell us a bit about your career journey — both leading up to and during your time at the council.
Throughout my career, I have worked in various roles that have required a lot of customer interaction. My journey began in the banking industry, where I started in retail and eventually transitioned to customer services as banks began to offer online services.
I then turned my hand to print finishing, where I learned the importance of teamwork in a small company setting. My passion for customer service led me back to a customer services role, then as an administration manager for an outsourced company serving the renowned car giant, GMAC — Vauxhall. I later joined the council to lead a team at their new inbound call centre.
I took on the role of account manager and was heavily involved in the council’s response to Covid-19, overseeing a team dedicated to supporting the needs of over 35,000 residents. During the change to a unitary council, I transitioned to my current position as customer services team manager.
Tell us about your current role.
I’m one of three customer service team managers in our centre, leading and developing a dynamic team of approximately 100 staff members. There is never a dull moment as I collaborate with my fellow managers to continuously optimise the performance of our centre and cater to the diverse needs of our customers through many communication channels.
I assist in overseeing the operation, which includes involvement in recruitment, coaching, and training of staff. I really enjoy the account management side of my role, where I engage regularly with essential services in the organisation to ensure that our centre stays up to date with the information, we provide to our customers at that first point of contact.
What’s the most rewarding part of your job?
Those who know me know that I am very sociable and enjoy meeting with and helping people. I love problem-solving and find it rewarding when I am able to resolve and respond to difficult problems or complaints. No two days are the same and I am continually learning new things!
I get a great deal of satisfaction in having the opportunity to contribute to the growth and development of many staff members who started their careers in customer services and have gone on to do wonderful things in the organisation.
What’s the best thing about your team?
The diversity of personalities within our team who all bring something different is what makes us a successful and effective department. While every operation has its share of challenges, our team always offers a supportive and encouraging environment with open communication allowing for the sharing of ideas, feedback, concerns, and opinions. Everyone in the team feels that their input is valued as we work together in reaching our goal to deliver first class customer service!
What would you say to someone considering a career at Buckinghamshire Council?
The work within the council is extremely diverse, offering many unique opportunities and roles to explore. Your transferable skills could be incredibly valuable for a number of positions we have on offer, so embrace the challenge and go for it!
Looking for a new role? Check our current council vacancies here: https://jobs.buckinghamshire.gov.uk/
