There's so much more to a career in customer services than people think
Sara McIver, Customer Experience Manager, shares why there's much more opportunity in customer services than ever before.
After Graduating from Huddersfield University with a BA in Business Management I moved back to South Shields to be closer to my family. I had a few temp jobs and spent a year in hospitality before I applied for my first real contact centre job in 2008.
My first contact centre role was at More Than where I worked as a sales and service agent. Some of my friends worked there and were really vocal about how good the business was and how much they enjoyed it, so I applied.
I was only in the business for a very short time when I was successful in becoming a seconded team leader. This was a huge change for me as I had very little contact centre experience and had never managed a team of that size before.
I love the environment a contact centre offers. It’s fast paced, busy and there’s always something going on. The people are always happy and friendly, and everyone wants to help. No matter what is going on I always feel engaged when I walk into the office.
Contact centres give you so many opportunities to get involved in different projects, to work with other areas of the business, and to develop your skills. I know so many people who have started their careers in a contact centres.
After a Team Leader secondment at More Than, I left to join be Insurethebox.com. Within the first year I progressed from Agent to Team Manager to Deputy Customer Service Manager. I worked in Gibraltar and London, as well as Newcastle. I was exposed to so much and gained so much knowledge and experience as a result.
In September 2015 I joined BGL Customer Services as Customer Experience Manager as I was looking for a new challenge. BGL Customer Services was absolutely the right fit for the next step in my career. It allows me to use all the experience I gained over the last 7 years, as well as exposing me to and developing new skills. Development is a focus for everyone that works at BGL. The company offers so many different opportunities to develop, no matter what position you hold. I’ve been here for almost five years now and I love it.
I would advise anyone at a crossroad in their career to consider working in a contact centre. There are many roles that people aren’t aware of. It’s not just answering the phones!
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