Career profiles
Customer Care Team Leader: Suzanne March, Bristol
I joined UK Mail in 2006 as a Customer Care Advisor and loved the role right from the outset. The experience was hugely beneficial as it equipped me with first-hand knowledge of the job I now oversee as well as instilling an understanding in me of customer expectations and a commitment to consistently providing high quality customer care. I can quite truthfully say I enjoy everything about customer care – from interacting with clients and building relationships, to resolving queries, liaising with different depots and departments and the sense of satisfaction I get from seeing a customer truly happy. Every day is varied and rewarding.
In April 2008 I was promoted to the position of Team Leader. This coincided with the opening of a flux of brand new, regional Customer Care Centres across the business to enhance the customer’s service experience so I was understandably proud to be taking on this new role within a flagship environment.
A day in my life
My day-to-day role entails ensuring the completion of customers’ reports, providing support and development to the team and assisting with any issue escalations to facilitate their prompt and effective resolution. My primary objective is making sure we give great customer care at all times which means answering calls quickly and efficiently, investing time in our clients and making them aware of all the services we offer and how they can best benefit from them. I’m also very hot on reporting and make sure all the team are au fait with extracting and generating data. Above all, I like to encourage a working culture where everyone, regardless of position, communicates openly and constructively with each other to foster a true sense of team spirit.
Development and support
One of the best things about working for UK Mail is the extent to which they have invested in my development programme to ensure that it ties in with my personal goals. I recently completed the Front Line Management course which helped develop and hone the necessary skills and competencies I’ll need to fulfill my dream of being a manager in the future.
I was also encouraged to undertake an NVQ in Team Leadership which I successfully completed alongside some other members of my team in 2009. In addition to this, I’ve attended numerous inhouse Customer Care training courses and Team Leader courses which have all been instrumental in helping me progress in my career.
Having been invested in so heavily by the business I’m now keen to ensure my staff capitalise on the development opportunities available to them and encourage them to sign up for training courses that are tied in with their aspirations. With so many award-winning development programmes to choose from it would be a waste not to!
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