Kirsty has found a home in Customer Services throughout her career across retail, dentistry, automotive and now the telecoms industry when she joined County Broadband as a Customer Service Advisor in 2021 whilst looking for hybrid working to balance her personal and work commitments.
With a love for keeping customers satisfied strung throughout her career, Kirsty explores her leadership of a swift, dynamic team and how County Broadband’s support of flexible working provides the perfect solution to her busy life as a parent – and explains why she’s called the ‘mum of the team’ by her co-workers!
Can you describe your role and explain its importance in delivering FTTP in rural communities
My role is to supervise the Customer Service Team to ensure they are well equipped to support our customers, to ensure that our customers are kept well informed and that they are happy from the moment they join us to post-build connection and beyond.
What are the 3 most important things to get right when engaging with customers?
I would say feeling heard and understood and not feeling like I am being rushed off the phone. Also engaging with customers for feedback whether positive or negative: to enable us to grow and develop we must be willing to take on board our customer’s feedback so that we can constantly improve.
It comes back to County Broadband’s integral values in customer service: support, engagement, and pride.
Describe a typical day in your role
I start my day in the Customer Service team by ensuring the team are set up for our day ahead. We have our virtual desk allowing us to all greet each other when we log on and plan tasks accordingly. I attend a morning meeting with my peers and manager in order for us to all have visibility of the planned work for the day. In any customer facing role it’s key that that we all work together to ensure all of our customers get the best experience from us.
What’s the dynamic like in your team?
My team is incredibly supportive and reliable – we have a wonderful virtual office that allows us to work closely and build great friendships which is made possible by County Broadband’s accommodating policies for flexible working. They are extremely driven and aim to always provide a ‘people first’ approach.
Does family life help with managing your team at work?
Yes, I would definitely say so. The feedback I get from my team is that I’m always on hand to help, always available, they even tell me in the evenings to log off because I’m always there to help so I think I’ve become the mum of my team at work! Plus being a mum has really helped being able to juggle and multitask my workloads, so it really has reflected into my work at County Broadband.
Do you have a specific career highlight at County Broadband?
We recently attended our company awards evening and I was shocked to be nominated for an award for one of our company values and even more shocked when I won!
I received the ‘Loyalty’ award and I’d say it came from my commitment to the team when we faced a huge surge in the workforce. We went from a team of five to 13 and to onboard and train all these new people was obviously a big challenge but all our hard work paid off and we’ve got a fantastic team to show for it!
Do you have a ‘Customer story’ where you went above and beyond?
It’s hard to pick just one as I aim to go the extra mile wherever possible, but for me, it is for how I have made the customer feel – have they felt valued? Are they happy with the service? Were they kept informed? Would they recommend us? If the answers are yes, then I have done my job.
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