How did you get to where you are now?
I used to work in Bank of Ireland as a customer service assistant but I wanted the chance to progress into management and nothing was on the horizon. Then I heard through a friend that Halifax were expanding their contact centre and I thought they’d be able to give me the chance of taking my career to the next level.
I got the recruitment number from my friend and asked for an application form. When I joined, the centre was just getting started and I was simply asked to come in for an interview. That’s all changed now. They have telephone interviews and recruitment events, which I think help candidates get a better feel for the job and what will be expected of them.
What’s your role?
I started out as a customer service consultant. I was fairly determined that I would get to become team manager. I had some supervisory experience but I was also lucky I had a good team manager who was an excellent role model. That manager gave me loads of encouragement and recommended me when, after just a year, a team manager role became vacant. Hopefully I can be just as good a mentor for someone else.
As manager I’m the first point of contact if a member of my team has a query or needs me to help resolve a complaint. I also oversee my team’s development, organising extra training for people where necessary.
In order to make sure everyone is performing to the best of their ability I also monitor my team’s calls to help with coaching, ensure consistency of service and make sure everyone is following legislation and operating within the right financial guidelines.
I think my previous experience as a customer service consultant really helps. I know what it’s like to be on the floor taking calls, so I can associate with my team’s needs. I also know what motivates people in that role. Of course different people are motivated in different ways but that’s all part of the challenge of being team manager.
What training did you receive?
The training has changed a bit since I joined around three and a half years ago. Back then it started with a four week course. It was classroom based and I specialised in mortgages, although I also learnt about some of the other products we offer but not in as much detail.
We also did a fair bit of work on the systems we’d be using in the contact centre. It was a lot to take onboard but it gave me a good knowledge of everything I needed to know before starting the job for real.
After that , I went back to the contact centre and started taking calls. I had plenty of support and had to pass an assessment after a short period of taking live calls. Now new recruits go through the development centre where they’re continuously supported and assessed to ensure they’re developing the right skills for the job.
Describe the culture
It is a target driven environment but it’s very much about balancing sales with good customer service. If I had to describe it in three words I’d say fast-moving, challenging and fun.
To succeed here I think you have to be able to talk to, and relate to, people of all ages and backgrounds. There aren’t many places where you get to deal with people from all walks of life and, for me, that’s one of the best things about it.
"There aren’t many places where you get to deal with people from all walks of life."
What sort of benefits do you get?
Like everyone else I benefit from the overall rewards package, which is pretty comprehensive. However, I also get BUPA healthcare, contributory pension and an extra three or four days’ holiday. And I get a motivation credit card to reward my team for good performance.
On top of that I get a bonus based on my team’s performance. If they’re hitting their targets I get a bonus, if they’re not I don’t. It’s a good incentive to make sure I’m doing everything I can to help my team achieve its potential.
Where can your ambition take you?
There are loads of opportunities to develop your career. For me, I suppose the next step would be service manager but there’s so much going on in the mortgage servicing team that I’m quite happy to stay where I am for the moment. The mortgages we offer are constantly changing and improving so there’s plenty to keep me, and my team, on our toes.
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