This month we’re focussing on the role of our contact centre so it only seems fitting that in our latest My World feature we catch-up with one of our call operators, Drew Robertson, to find out more about what his job involves.
What attracted you to working in SEPA?
I had spent about a decade working in a call-centre environment for an outsourcer, providing technical support for three internet service providers. The limitations of the role and the constraints of working indirectly for large organisations were such that I didn’t feel I was making best use of my abilities. When I heard about the role at SEPA I was intrigued and when it became clear what being part of the new SEPA Contact Centre (SCC) represented I knew I wanted in.
What work are you involved in?
SEPA has such a wide range of responsibilities, and the SCC is involved in so many of them. We can take a report of pollution, implement our part of a response plan, and then provide safety cover for officers attending. At the less glamorous end we can be checking septic tank registrations, as well as providing support on a variety of online processes. There is never a shortage of new things to learn, or new opportunities to provide good customer service. As more SEPA systems move online my experience in technical support becomes progressively more useful, and I have been very lucky in finding areas of specialisation within the SCC that fit my skills directly – our involvement in special waste consignment notes is extensive, and the administration around movements of hazardous waste appeals to the part of me that enjoys crosswords.
What are your green credentials?
I’m a city-dweller who commutes by car, so they’re not ideal. I try to minimise my environmental impact. I’ve sponsored trees at Loch Lomond & Trossachs National Park, and as the SCC provide Safety Cover support to their volunteers and rangers, there is always a temptation to ask them send me pictures. I tend to holiday domestically, walk or use public transport whenever I can, and I find it easier and easier to buy locally with every new Scottish brewery.
What is your favourite Scottish environment?
I grew up in suburban Glasgow and now live in the East End, and I am more of a town than country mouse. If I can’t say “the cinema”, and I probably shouldn’t, then it is really difficult. The beach at Stonehaven is a delight on a sunny day, but that might be the fish and chips.
With one set of grandparents on a farm outside East Kilbride and the others in Leith there is no shortage of beautiful spots that I have wandered over since I was wee. I love most of Scotland at sunset, when the hills and skies are competing to show the most colours – that’s one of the best things about working from the Angus Smith Building, as we are up on the third floor – on a clear day you can see for miles.