'There's something special about helping people' - Nigel shares his story
Our lasting legacy for many is the people who have worked and continue to work at Trinity Road. When our residents contact the council, it is often through our warm and knowledgeable Customer Services team. Although not the longest-serving member of the team, Nigel Poole marked 10 years with the department in March.
In his time there, Nigel has become known for his patience with the people he helps and his in-depth knowledge of everything from the most common enquiries about waste collection and council tax, to niche subjects such as Building Control, where he delivers training to new starters.
Cirencester-born, Nigel's grandmother worked at Trinity Road when it was a hospital, and he remembers vising the site with his mum as a child.
Nigel joined the council on an ICT apprenticeship. He said “I wanted a change from fitting satellite dishes and TV aerials... I liked the fact there was no age limit on applying.
“I had kids and wanted the stability of a permanent job and a salary. But more than anything, it’s been my wonderful colleagues who have kept me here.”
Initially employed by West Oxfordshire District Council, his role in IT lasted three years. He remembers "coming down to fix the PCs in Customer Services, and they were so friendly". When a job came up in the team, he knew he wanted to apply.
He said: "The team that specialise in Benefits are incredible. We help them and they help us. Plenty of people start off in Customer Services and then join other teams, but we keep that relationship with them. They trust us."
Nigel loves the fact that no day is the same. He said: "We get far fewer calls than we used to, as people can complete forms online, but there are plenty who still need to speak to someone. They want that reassurance when a big bill has come in or there is something they don't understand, and I love knowing that I can help them."
A story he remembers fondly is of a family who visited two years ago and had recently arrived in the country. He remembers their fear and uncertainty, and their surprise that he was able to help them. He said: "Walking in in the morning, I still see that little girl on her way to school. She still waves at me now.
"There's something really special about helping people and making a difference when there is something they are worrying about."
One of his favourite parts of the day is his walk to and from work, something that takes about 15 minutes but, in his words, "sets him up for the day" and means he “can switch off" from what are often difficult and emotional conversations with the public.
Having lived through several organisational changes, he feels hopeful that much of what is good about the council will stay the same under LGR and, like many, he deals with the uncertainty by "taking each day as it comes".
Although he expects to see even more automation and use of AI in the future, Nigel sees every day how important it is for the council to "have real humans to speak to", and how valuable Customer Services has always been, and will continue to be, for our residents.
Find out more about our Lasting Legacy project here: Lasting Legacy: sharing memories - Cotswold District Council