Job title: Customer Service Team Manager
Daily number of hot beverages consumed: Well, it can depend on how my day’s going. On a usual day, I’ll have 3 cups of coffee, but I’ve been known to go as high as 5 a day.
Accompanying biscuit of choice: I do love a Jammy Dodger, but then again, who doesn’t?!
How long have you worked at Reconomy?
I first joined Reconomy back in 2000 as a Customer Services Representative. I didn’t come from a waste background but quickly developed a good understanding of the sector and how the industry works. I met some wonderful people, but after 18 months I decided to move to Countrywide Waste Management, which at the time was based in Shrewsbury. During my time at Countrywide I steadily moved up through the ranks to become Customer Services Manager, a position I held for 14 years.
In 2015 Countrywide Waste Management was bought by Reconomy, which saw me come full circle and re-join the company. It was great to see that so many familiar faces were still here.
What are your core responsibilities?
As Customer Services Team Manager for the National Service Team, I oversee the smooth running of the department. My first priority is always our customers, so it’s up to me to ensure they get what they want when they need it, and that their requirements are not only met but exceeded whenever possible.
We are a service-based business, so it’s critical that we maintain the highest standards at all times. Of course, achieving this is only possible if the team is functioning as efficiently as possible, so they are my other main priority. My role requires a lot of liaising with Account Co-ordinators and Business Development Executives, as well as coaching them and helping them to develop their skillsets.
How do you make a difference everyday?
The department is very fast paced and every customer arrives with their own unique set of challenges. We take pride in being a department that never says “no” to a customer request and this is something I’ve worked hard to implement. If one of my team is struggling to find a solution, then I will move mountains to help them. Because I’ve been in the industry for 17 years now I’ve built excellent relationships with our suppliers, so I’m able to call in a favour if a customer requires something last-minute.
How is the changing face of the waste industry directly impacting upon Reconomy and your job role?
Attitudes towards waste and its disposal have changed a lot in recent years. Businesses are now a lot more aware of their environmental responsibilities and are placing far more emphasis on recycling and waste management.
With businesses taking a greater interest in their waste, it’s more important than ever that we provide them with their waste data as quickly and accurately as possible. As we move forward I think technology is going to play an ever more important role in the recording and reporting of waste data. The waste industry has traditionally been quite slow at embracing new technology, but that is definitely changing.
What did you do before you joined Reconomy?
Before I joined Reconomy I spent 2 years working as a recruitment consultant, which I thoroughly enjoyed. It was an extremely rewarding job and gave me the opportunity to meet lots of wonderful and interesting people.
The process of helping someone to find work is incredibly satisfying because you know that what you’re doing is going to make a massive difference to their lives. I think that’s why I take so much pleasure in helping my team at Reconomy to develop and progress their own careers.
What one possession could you never live without and why?
Although he’s not a possession, I have an 18-month-old son called Jacob who means the world to me and I couldn’t image my life without him. It’s incredible how becoming a parent changes so many aspects of your life, especially your priorities. I think if someone had asked me the same question before he was born my answer would have probably been either gin or fake tan!
What is the best thing about your job?
I very much enjoy the problem-solving aspect of my job and thrive on the challenge of finding different solutions to help both our customers and my work colleagues. When the phone rings, you never know who is going to be at the other end and what their requirements will be. This keeps things fresh and interesting, but it also means I must be able to react and adapt very quickly to any given situation.