Career Profile | Customer Service Manager

I have been with the company for nine years having started in a customer service role. Initially, I worked on the general desk working on a variety of accounts before moving to look after one of the company’s major clients SCC. Following the acquisition of Tiny Computers, Business Post’s largest customer at the time, by SCC, my role changed from advisor to supervisor on the account. I got my first managerial role within the customer service team looking after this prestigious account.

I later moved into the transport department to learn a new area within the Business Post operation, before broadening my horizons further when I became invoice manager within the international section. As invoice manager, I worked on the development of new billing systems for the International Mail.

I did enjoy the other sides of the business but always missed Customer Service and enjoyed the interaction with customers directly.

Business Post was appointed by logistics operator Walsh Western International (WWI) to handle work on behalf of Dell. As a result, the position of customer service manager became available and I jumped at the chance to return to a client-facing role. I was the customer service manager for WWI for three years and enjoyed the role and the demands that come with such a major customer.

Following a restructuring in 2006 at the national hub in Birmingham, the WWI account was incorporated into the site customers services section.  As a result, I was given the responsibility of customer services manager which incorporated all the Birmingham accounts and responsibility for WWI.  This was a significant increase in responsibilities which involved managing a team of 28 people and the entire Birmingham Customer base.

I have received considerable support and advice from many colleagues during my time at Business Post and I currently gain much job satisfaction from my current role. I work closely with the regional hub manager and hub manager, and I have a great team working with me who continually demonstrate high levels of commitment and hard work.

The company has always supported me when I have applied myself and supported my progression at all times regardless of my age. Business Post is a good company to be involved with as both a customer or employee and I enjoy being part of the organisation.