Rachel Allen, Business Improvement Officer, Customer Services

Merton Council

My Role:
I was originally a front line officer for the Merton Link, the council's customer facing advice centre, where I gained an extensive knowledge and understanding of all the council departments and services. My passion for the councils purpose to serve the local community and deliver services with the highest possible standards lead me to the unique role as Business Improvement Officer for Customer Services. The main focus of this role is to improve customer service through positively engaging staff and ensuring they have the correct tools to deliver a professional service. By coordinating the council's Customer Service Excellence programme, implementing and facilitating the Customer Service Group and overseeing the Merton Customer Service Charter, I feel I am in a position to effect positive and lasting change by using my knowledge, skills and talents to improve the customer service experience for Merton.

The Challenge, Why did you apply?
I applied for the Local Government Challenge to further explore my creativity and for an opportunity to tap into a variety of skills that I may not regularly use. Here lies the challenge for me - an event I know I would enjoy, learn more about my own abilities while understanding further what is required as a leader for Local Government.

What would you do with the £10,000 scholarship if you won?
If I were to win the Bruce-Lockhart scholarship, I would wish for the £10,000 to be used to improve the lives of people in our local community. I am keen to gain more specific guidance from colleagues as the challenge progresses, but I intend to seek examples of best practice from outside the UK and explore ways in which the scholarship can be applied and implemented in the most effective way for all.