How long have you been working at Dimensions? Just short of 3 years
What has been the highlight of your time here so far? Attending the Contact Centre Management Association Awards this year. We didn’t win, but it was great to be shortlisted as finalists in three categories, and we had 4 short-listed people. Great to see us competing against other Customer Service offerings, even from some of our own customers. Also, passing my NVQ in Management, at the same time as I supported my team to pass their NVQ’s in Customer Service and Team leader. It was the first time, in a long time that some of us had passed formal qualifications, so it was good to have invested that time in my people.
Which part of your job do you enjoy the most?
I enjoy the development of my people and helping them to help their customers in the very best way they can.
Have you seen a change in the ways which customers engage with the Customer Service team in recent years? Yes, more customers now order online, meaning that we deal less with placing the order and more with any queries the customer may have.
Are there any important changes that you are anticipating in the next few years? We are introducing a better way of managing phone and email traffic in the next few months, which will help us deliver a quicker service to customers. Detail, our customer focused website has launched and the vast majority of our customers order this way, with just a few more to be brought on board. Also, the future of Customer Service ‘Contact Centres’ like ourselves is changing in exciting new ways… The industry is very much about embracing new technologies that are coming down the line.
Last year, we wrote a blog post about Customer Service’s ‘Star of the Month’ programme. Can you sum up what it is in a sentence? I introduced Star of the Month when I first joined Dimensions. It is our way of recognising and rewarding where someone has gone over and above what we would normally expect of them.
Do you have a favourite Star of the Month story? A nomination that didn’t win, was when Emmanuelle had helped a JLP partner get a new suit in time for a job interview (for a promotion) When she was offered the promotion, she emailed the helpdesk to thank Emmanuelle and put her success down to the new suit! It is surprising how ‘looking good at work’ can affect people’s behaviours and confidence!
What do you think differentiates Dimensions’ Customer Service team from others? We are a cohesive team. Everyone is willing to help each other out, for the benefit of the customer.
What does a typical day look like for you? There is no typical day! That’s what I love about my role, every day is different and brings its own challenges, as some accounts will be busy with a roll out of their new uniform, while at that same time other accounts may be quieter.