October 2017
Anees is one of our Customer Service Advisors in the North West (Chorley). Here he gives an insight into what his role can involve day-to-day…
8am: I arrive at the office, log into my phone and ensure all my systems are up and running before the phone lines open.
8.30am: I call both of our Customer Service Technicians in the region, Carl and Malcolm, to check that they are en route to their first appointments and have a quick catch up before they arrive on site.
9am: The phone lines officially open so I start receiving calls from customers. The enquiries we receive are very varied, so I never know exactly what to expect on any given day. This can be challenging at times but I like the fact that every day is different, and that I am always learning.
10am: During time between calls, I check emails that have come through to our region’s Customer Service inbox, and work through these new enquiries as well as continuing any existing conversations.
2pm: I have a quick meeting with my manager so that I can update her on the queries that have come through so far today, and she offers me guidance and support to resolve anything more complex.
3.30pm: Any courtesy calls that need to be logged on our system will be completed, and I usually contact the Technicians again to find out how their appointments have gone.
5pm: Time to log off, but I keep an eye on the phones and have a final check of my emails in case of any last minute customer enquiries.
