Job title: Head of Sales and Customer Services
Daily number of hot beverages consumed: At least 5 or 6
Accompanying biscuit of choice: Chocolate Digestives – but only one, my diet won’t allow any more
How long have you worked at Reconomy?
I’m still a newbie. I joined the company at the beginning of January this year, so I’m still finding my feet, but everyone has been incredible friendly and generous with their time. Coming from a background outside of waste management, I’ve had to cope with a very steep learning curve, but the team have been massively supportive.
What are your core responsibilities?
As Head of Sales and Customer Service for the National Service Team (NST), I look after a number of different teams within the business. The NST is chiefly responsible for the acquisition of new business from within the retail, interior and office fit-out environments. I therefore manage a sales team who go out into the marketplace to engage prospects and develop relationships, along with a customer service team who take inbound calls to confirm and process orders. I also look after a team of account co-ordinators who provide support for both the sales and customer service teams.
As a department, the NST is exceptionally fast paced and we work in an incredibly high-pressured environment. This is reflected in the day to day environment of our customer-base and the demands they expect of us as their waste partner. The team is here to make the lives of our customers easier and to take the hassle out of waste for them.
How do you make a difference everyday?
Being new to both the National Service Team and the company, I’ve been able to approach the day to day running of the department subjectively and with a completely fresh pair of eyes. This has allowed me to implement a number of changes to improve the running of the department and make things easier for my team. The ultimate goal here is to achieve an exceptional level of service for our customers, but this starts with having the correct internal structure.
I believe that good communication is fundamental to the effective running of any business. In my experience, people want to know that they are making a difference and are better motivated if they understand how their day to day work fits into the wider objectives of the company. I’m therefore working with several other department heads to develop a platform around better communication.
This newsletter is in itself a step in that direction. As a business we also recognise the need to communicate better with our customer base.
How is the changing face of the waste industry directly impacting upon Reconomy and your job role?
The customer service team is very much on the front line. We deal with customers on a daily basis, so we’re directly exposed to their changing needs. I think more and more customers are looking for a service that goes above and beyond. Though competitive pricing is always going to be near the top of their requirements, now more than ever they also value quality of service. That is where we can really make a difference, because ultimately we are the biggest and the best at what we do.
What did you do before you joined Reconomy?
I have moreover 20 years of experience working in a sales and customer service environment, primarily within the utilities sector. I’m very proud to have worked for both Npower and National Grid - two of the UK’s ‘Big Six’ energy providers. My last job before joining Reconomy was at Teleperformance, who help leading companies to improve their customer service experience. I was responsible for implementing sales and customer service teams on behalf of Extra Energy, who at the time were seeking to establish themselves in the UK’s utilities market, having been highly successful in mainland Europe.
What one possession could you never live without and why?
I’d be lost without my iPad. I have friends and family who live as far away as Australia, America, Finland and Turkey, so my iPad helps me to stay in regular contact with them all. If I’m not Skyping, then I’m using it to keep up with the news or trying to beat my high score on Candy Crush!
What is the best thing about your job?
Everything! I’m really enjoying getting to know my new colleagues at Reconomy and I love that everyone is made to feel like part of a family. I’m also thoroughly enjoying developing my knowledge of the waste management sector – I never knew waste could be so interesting!!