What was your first job?
I had a summer job working for a sports agency which was quite interesting. I had to write reports from lower league rugby matches and put them onto teletext, which felt like sports journalism at the time! I suppose my first proper job was with British Gas after my GCSE’s. My mum dragged me to the interview saying she wasn’t going to let me hang around the house all summer eating her food. It’s obviously a great place to work as 11 years on I’m still here!
What is it you like best about what you do?
The perception the media creates about British Gas lags a long way behind the reality of the great things we do for our customers. So when visitors from external companies leave our contact centre saying that they’re blown away by the approach we take towards customer service and towards creating a great place to work, even after 2 years of doing this role, I still get a massive buzz!
What don't you enjoy?
Everyone has bad days occasionally, but I don’t have anything to dislike in my role. It’s a great place to work, and a really interesting role, and in the current climate I’m pretty grateful for it.
What preconceptions did you have about contact centre
work (and were they true)?
I didn’t really have any preconceptions when I started at British Gas. I initially worked in data entry teams, and I suppose there was always a stigma that going to work in the contact centre was the equivalent of working in a sweat shop. However, we recently opened our doors to 20 of our customers, so they could see at first hand our approach to running a contact centre, and they couldn’t believe that our people actually told them that it was a great place to work! I suppose the only way to dispel these myths is to bring people into the centres to see them at first hand.
Briefly describe a typical day?
I typically spend my time either showcasing or preparing to showcase our journey at British Gas with external companies. Sharing best practice is the main part of my role, but I also spend a lot of time reading research papers, and presentations to try and find the next big thing in customer service! In between I’ll probably clear between 50 – 60 e-mails a day from people within the business, people looking to arrange visits, and call centre journalists. I do try and get out to see other centres at least once a week as well.
What skills have you brought to your job?
A passion for making a difference, enthusiasm, an analytical mind, calmness under pressure, and a good sense of humour…I think I’m hilarious anyway.
Why would you recommend working in a contact centre
to friends/relations?
For the variety each day brings, and the opportunities to progress. We have a great career path at British Gas, so if you apply yourself and demonstrate our values and behaviours day to day, you have every chance of making a great career for yourself.
If you take one thing with you on a desert island
what would it be?
My wife Laura is the obvious and most diplomatic answer. If that wasn’t possible, I’d probably take something to read like an encyclopaedia…there’s so much to learn about, but when do you ever get the time?
What's your guilty pleasure?
Probably Strictly Come dancing…it’s brilliant and rubbish at the same time.
If you were an animal, what would you be?
A Hippo? I’m pretty laid back.
