Providing front line support to our customers

Written by Graeme Robertson

30 March 2021

Name: Denise Taylor

Job title: Customer Service Manager

 

Describe your role:

I am responsible for providing front line support to our customers to ensure that they are completely satisfied with our products.

This involves dealing with customer enquiries, processing orders, and dealing with a wide range of customer requests.

A key element of my role is liaising with colleagues, providing feedback and ensuring an efficient customer service process.

 

How would you explain your job to a member of the public?

I am the voice of the customer internally. I look after what is best for both the Customer and the Company.

 

What could you not do your job without?

The team around me. Our industry relies on collaboration and teamwork. Our front-end support team covers all aspect of customers’ technical, materials and commercial requirements and that team helps us create the best solution for the customer.

 

What is the most important skill you need for your job?

Communication. An ability to stay calm under pressure

 

Describe how your role relates to others/fits with the end to end solution at CB:

As the customer interface, I represent the customer within the business and as such work with my colleagues to ensure best interests of the customer are met.

 

How do you add value to the customer:

Being the main point of contact for customers allow me to provide a consistent and responsive communication channel in and out of the business. This helps ensure we are providing the correct level of customer service and it helps build strong relationships with the main customer contacts

 

What advice would you give your 21 year old self? (assuming you are over 21!)

Never lose your integrity. Never give up. Be confident in what you believe in.

 

How do you relax?

Walking, bowling, holidays

 

What superpower would be most useful in doing your job at CB?

Endurance, strength, and resilience