Hear all about life in Customer Services at LV= GI Huddersfield
We caught up with Krista, Senior Customer Service Representative at LV= Huddersfield, to hear all about how she’s supported every day, empowered to bring in new ideas, and what it’s like to be a remote ‘buddy’...
“We’re not targeted on the amount of calls we get through”
I’ve worked at LV= GI Huddersfield for three years now. Having never worked in a call centre before, let alone an inbound one, I didn't really know what to expect. I was surprised to learn that we’re not targeted on the amount of calls we get through. Instead the focus is on having quality interactions with our customers.
“I can't praise my team leader enough”
The management style of team leaders at LV= GI is completely different to anything I’ve experienced in previous jobs. Here, if I’ve made a mistake it’s “Well, how can you learn from this? How can I support you?", not, "You've done this wrong." I think that's what the LV= GI culture is about and it really does shine through. I can't praise my team leader enough, I absolutely love her. She's brilliant.
“You don't have to be a senior to have a valid opinion at LV= GI”
As Customer Service Representatives, the first question we all ask ourselves is, “What is best for the customer?” and “What is the nicest way I can get this across?”. We’re really encouraged to use our initiative and our own questioning. Your opinion is so valued here, and you’re able to back yourself and bring in new ideas. You don't have to be a senior to have a valid opinion at LV= GI. We understand that people have worked and lived outside of LV= GI, and your experience, values and opinion really matter - I think that speaks volumes.
“Working remotely has opened up new opportunities”
I am personally much happier in the office than at home - but I do value my home-working time too. In the office, if someone looks like they’re struggling, you can go over to them and ask "Are you okay?". Or if you see someone walking around the office who looks lost, you can go over to them and see if you can help them at all. When you’re working from home, you don’t have these types of interactions. But, that said, working remotely has opened up some exciting new opportunities. I'm buddying remotely for some people right now - half of them are in Bristol and some people are in Huddersfield - that's been a really, really good experience.
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