How long have you been in your role?
I have worked for the Company for 7 years and my job title changed to Customer Experience Manager in 2016, to better reflect my roles and responsibilities.
What does a day in the life of a Customer Experience Manager look like? Describe a typical day at work for you.
It’s probably a cliché to say this, but there isn’t really a typical day for me. I report into the Director of Home Delivery and am part of Respond’s Senior Management team. I am responsible for ensuring a consistently high level of Customer Service across all of our Customer Care teams and I report on how we are performing as a business. I liaise with Health Care Professionals, the NHS, our Customer Care Staff and Customers to make sure we offer the best service possible.
What are your favourite things about your job?
I really love talking to Customers about their view of the service Respond provides. It’s always great to hear the reasons why customers love using the Respond Home Delivery Service. It’s also great to hear where customers feel we can improve, so that I continually make things better for our customers. As well as talking to customers over the phone, I’m fortunate in that I also get to speak to customers face-to-face (over a cup of tea is always good!). I’m always keen to talk to people about our Respond Home Delivery Service and feel really privileged to have been asked to speak at Stoma Association Meetings and Events, as well as at meetings that we have held in our offices with Stoma Care Nurses, Charities and Associations.
What makes you feel proud about working for Respond?
All the team at Respond are fantastic and very customer-focused. I am very proud of them. I can genuinely say that Respond puts the customer at the heart of everything we do and there is a deep passion, throughout the company, to deliver the very best level of customer service.
Tell us about your biggest achievement in your current role to-date.
When I first started with the Company, I was responsible for the team in Cardiff only. Over the years, as the business has grown, I am now responsible for the Customer Experience across all of our Care Centres in the UK. It’s not something you can do single-handedly and I work with a great team of people, but I’m very proud of the part I have played making Respond Healthcare what it is today.
What is the most important personal attribute that you bring to your job?
I think I have great energy; I love talking to people, celebrating successes and resolving issues, and, I have quite an inquisitive and analytical mind. This really helps with understanding others’ point of view and developing relationships. Also, in my former years, I had the privilege of teaching English and this skill has really helped when training and coaching our teams.
What advice would you give to someone aspiring to get into your field of work?
Be passionate about what you do and never underestimate what a difference you can make to people’s lives.
How would your friends describe you?
Loyal, quick-witted and spontaneous.
What is the best vacation you’ve ever had?
It was this year, actually. I went to Rome and there was so much to see and do. So much history – I was amazed. The food and drink was also fantastic. I loved it.
What was the best thing that happened to you this weekend? This month? This year?
In November I got a new German Shepherd puppy, called Alfie. It’s been hard work training him – lots of my socks have been disappearing into the garden, but he’s 5 months old now and starting to turn in to a lovely, (almost) well-behaved dog!