What was your first job?
Working in a tobacconist.
What is it you like best about what you do?
My team, supporting them to do things that they did not think they could do. The people at Tesco are fab!
What don't you enjoy?
When I can not help a customer as what they want is something we just can not do – but offering an alternative is not working.
What preconceptions did you have about contact centre
work (and were they true)?
That it is very sales orientated and you can not take time to really help a customer. None of these are true.
Briefly describe a typical day?
0915 – catch up with my manager & fellow team leaders
0930 – 1000 catch up with team
Rest of day, reviewing individuals & team performance, motivating team, business emails, escalated calls from customer, helping people deal with customer calls and major focus on my day is on absence with twice a day department meetings and making sure we do everything to support our staff. For example that could mean swapping a day off so they can make an appointment, planning some time off if childcare situation falls through and even trying to ensure people get time off for big sporting events.
What skills have you brought to your new job?
Huge level of support, excellent interpersonal skills, proactive nature and a great sense of humour!
Why would you recommend working in a contact centre
to friends/relations?
It will fit in with your life style - so if you are an early bird or a night owl there is something to suit you. It also provides a challenge as the business changes and at Tesco we have to respond to daily.
If you take one thing with you on a desert island
what would it be?
Bear Grylls – as he could help me survive.
What's your guilty pleasure?
Looking at gift guides – particularly Christmas guides, at what I will buy myself!
If you were an animal, what would you be?
Springer Spaniel Dog, as they are alert, loyal, full of enthusiasm and fun to be around!
