A Day in the Life of a Senior Support Advisor
Lynsey Shingles was working as a nanny when she decided to change career and join BGL Group. She now works in our Tech Ops team looking after the Group’s technical infrastructure. Here she reveals why she loves her role.
I first started working for BGL 20 years ago. I worked as a nanny previously and although I loved the family, I felt quite isolated. When I saw BGL was looking for a Customer Service Advisor, I jumped at the chance as I wanted the opportunity to try something new and meet new people.
I stayed in customer services for a few years, moved to the debt team and eventually found my way to Line 2 Application support. I am a Senior Support Advisor and my role is to effectively review, triage and prioritise the ‘live’ issues that come in from all areas of the business thus minimising the customer impact.
I work closely with the wider business to ensure that we are all aligned to the same outcome. As a team, we have a number of daily reports to complete - uploading important files, checking files have been sent, clearing errors by processing agreed workarounds etc. If these are not completed daily they can have a huge impact on the business and our customers.
We normally receive about 80 calls a day and we actively look for re-occurring issues that could possibly be incidents and we flag with the relevant team to assess, or we keep them within our team and flag with the business as a fix requirement.
No day is the same. There is always a new challenge, but I like that as it keeps me on my toes. I am part of a great team and we all work together really well and we know each other’s strengths and weaknesses.
My time in BGL has helped me to have a good understanding of the customer requirements as I have been on the front line and I have grown with the business as it has changed over the years. Getting the right customer outcomes keeps me motivated. I love it when we get the right results.
BGL is a great place to work - if it wasn’t I would not have stayed for as long as I have! I have two children and when I came back to work on reduced hours the flexibility of being able to manage my time around my family was brilliant and it still is. It makes such a difference to my work/life balance and I hope to be here for many more years to come.
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