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Bob Morland, contact centre manager, Durham CC ...
Bob Morland, contact centre manager, Durham CC

Describe your current job?

I was appointed to set up, commission and then manage a contact centre on behalf of social care and health within Durham CC.

What would be a typical day?

I would begin by the obligatory reading of e-mails, responding to the urgent ones; checking the statistics for the previous day and then investigating and closing off any open contacts. The bulk of my day is spent on strategic management, forward planning, and promoting the business.

What do you do to achieve work/life balance?

Flexible working in a shift-working environment is the key here. I find it invaluable in balancing my life. As an ex-naval man and father of two teenagers, my full-time return home has resulted in my playing catch-up in family duties - this primarily involves providing an on-call taxi service.

Tell us a bit about your Background?

I started off in the Royal Navy as a radio operator and rose to a lieutenant commander. My last job was as an officer commanding a large communications complex in central London.


Sport, mainly rugby union and Formula One. I am also interested in whatever is in the news and have a latent desire to learn how to fly.

What is the most useful lesson you have ever learned?

Strip away the emotion and peripheral aspects from all problems and the solution will stare you in the face.

What achievement are you most proud of?

Coming top of my specialist communications officer course at the Royal Navy School of Communications.

What would be your ideal job?

Managing a fast-moving operational function involving committed people.

Where do you see yourself in the next

five years?

Managing a larger corporate contact centre.

What is the worst job that you've ever had?

I can honestly say that I have never had a bad job. I accept that perhaps this is unusual.

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