Susan goes back to work

Susan Walton is back at work

Local woman Susan Walton is back at work thanks to help from ‘Skills and Work’, a partnership between Rochdale Council, Job Centre Plus, the Learning and Skills Council and Hopwood Hall College.

Following long term unemployment, 40-year old Ms Walton got in touch with the Shaw Trust, who provided her with the support and skills she needed to get back into full time work. She is now a Customer Service Advisor at Rochdale Council and said she can’t thank ‘Skills at Work’ enough.

Ms Walton said: “Through the support and training they really helped to boost my confidence and remind me that I can do it. I knew it was about time I had to conquer my fears.”

After years of being a housewife, looking after her three children, Ms Walton admitted that a job interview was a daunting prospect: “When you haven’t had an interview for years you can loose your confidence, but the Shaw Trust really gave me a boost…and then when I heard I’d got the job I was over the moon!”

All Susan’s training, which included an NVQ in Counselling, was free of charge, financed by the Kingsway Bursary, which provides funding for basic courses across the Rochdale area.

Getting used to life in the office is the current challenge for Susan, who is enjoying every minute of it: “I’m always on the phone talking to customers, solving their problems, and I’ve completed extra training since I’ve been here so I really feel to be progressing,” she said. “It’s rewarding when the customer goes away happy.”

Sue Gollop, Team Leader for the Rochdale Council Contact Centre, said: “Susan has settled into the team quickly and encompassed her role as a customer service advisor. Susan has become a very reliable team member. I have found her work to be of a very high standard and her telephone manner excellent. She has dealt with challenging calls in a very professional manner. Susan has always shown to be pleasant and courteous to customers.

“Susan has already become a valued team member of the Contact Centre and has shown professionalism in all areas of dealing with customers over the telephone. Susan has a very pleasant nature which is reflected in how she deals with all aspects of the Contact Centre.”

One of Susan’s ambitions now is to become a manager one day. Her efforts haven’t gone unnoticed – earlier in the year she was presented with a prize at the Adult Learners’ Week Awards Evening which celebrated the achievements of learners across Rochdale.