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Hazel Scott, Manager, Consumer Advice Centre, Beflast City Council

Describe a typical day in your role?

A lot of each day is spent dealing with consumers of all ages and from all walks of life - whether advising them in person, by phone or e-mail and logging the details of each case.  Depending on the query, I may need to spend just a short time on a simple query or it can take longer if I am helping someone draft a letter or I am making phone calls on their behalf.  I have to write letters and follow-up on ongoing complaints. A typical day may also include attending meetings, working groups and training courses, giving talks and presentations and keeping up to date on the latest consumer issues with the rest of the team.

What key skills are in your professional background?

I started my career as an English teacher and through knowing the previous Manager I heard about the opening for the post. After 27 years I’m still here! I believe the key skills from my years of teaching were very transferable, including being a good listener and communicator. I need to be patient, understanding and diplomatic, as well as being interested in people and aware of human nature. These are all useful qualities in this post. It is important to be empathetic, not sympathetic when advising people on their problems and it is also essential to have a sense of humour. For anyone thinking of getting into the consumer advice field it can be beneficial to have a law degree or business studies degree and to be computer literate, as well as being a good time manager.

Do you find complaints are seasonal and topical?

This may well be the case at certain times of the year. We tend to get more complaints about holidays around Easter and during the summer months. Often consumers can have problems getting goods delivered in time for Christmas. In January consumers can often have problems trying to return unsuitable Christmas presents. We can be inundated with queries when topical issues, such as bank charges and water rates, hit the headlines. However, we do have a number of all year round complaints including various scams and problems with frequent purchases, like mobile phone contracts and fashion items. As trends change we see a change in the types of complaints we receive for example when wooden floors became popular we noticed a drop in the number of complaints about carpets.

Do today’s local consumers know their rights?

Most Northern Ireland people are aware they have rights as consumers, but not necessarily what these actually are. Callers to the Centre often use us as a sounding board to confirm whether they have a justified case or not.

How does the Centre and the Consumer Council co-operate?

We work closely with the Consumer Council and refer relevant complaints or queries to them and vice versa. We also attend joint training sessions and keep strong links concerning plans and future agendas.

What is the most peculiar request you have had in your role?

I once had a man who was determined to swallow some dog worming tablets to prove that they didn’t work. We even had one poor chap whose problem was ‘transparently clear’ after he explained that the new swimming trunks he had bought ended up see-through once they got wet.

What aspects of your job do you find most challenging and most enjoyable?

Dealing with people is both the most challenging and most enjoyable aspect of my job. Dealing with a really complicated case is always challenging, but when I can get it sorted out it is most rewarding. It is wonderful to know you are making a real difference, particularly when you get thank you cards from people you have been able to help.

What has been your ultimate achievement?

The Centre’s team received a “Making a Difference” award from Belfast City Council recently in recognition of our work.

What single piece of advice would you give to consumers?

I would urge people to shop around and ask about a store’s policies before buying anything. Use a credit card on any single purchases over £100, so that you have a claim against the credit card company as well as the seller if there are any problems.

What central goal have you set for the future?

To increase awareness of the role of the Centre and the services that we provide throughout Belfast. We have around 6,000 new enquiries every year and I would like to see that number grow as we help more Belfast ratepayers or consumers who have complaints with Belfast firms. We also advise traders where they have queries about their legal rights and legal obligations to consumers.

Have you learned lessons from any cases with which you have dealt?

I’ve definitely learned a number of important lessons from cases I have handled. Any time I go on holiday with another person I always make sure we share our possessions between the bags in case one bag is lost and I always make sure I take out holiday insurance as soon as I book my trip. I check my credit file regularly and keep receipts and statements for up to six years. I would never sign anything I haven’t read. I try to practice what I preach.

What do you enjoy outside of work?

Even outside the office I am a people person and enjoy going to classes in flower arranging and oil painting. I am an avid reader and love gardening and going out for meals.