With purpose, with heart
I’ve been a Customer Representative at LV= GI for seven years now. The thing I love most about my role? That I’m able to be there for our customers and actually help the people I speak to. LV= GI give their Customer Representatives the authority to make decisions that make a big difference to our customers. We’re empowered to put them at the heart of everything we do here and that’s why my role’s so rewarding.
But, like most people, over the last year my job’s been quite different due to the Covid-19 pandemic. When the first lockdown happened in March last year, I had just bought a van that I was planning to convert into a campervan. So on our last day in the office, when one of my colleagues was struggling to fit her desk chair in her car, I realised I could put the van to good use. I packed it up with my colleague’s desk chair and other belongings and drove them over to her house, so she had everything she needed to start working from home the next day.
Even though not everyone was set up for remote working at this point, LV= GI didn't furlough anyone. They sent us all home and told us they’d continue paying us until our new laptops arrived and we could start to work again. I was one of the people who had to wait for their laptop to arrive, so in the meantime, I decided to put my time to good use.
The next day, I spoke to our Operations Manager and let her know that I was happy to help if anyone else needed a hand bringing their office equipment home. Before I knew it, I was delivering computers, keyboards and chairs across Bournemouth to lots of my colleagues. I’d go into the office, get all the stuff together and then drop it off to their houses as soon as I possibly could. Posting the equipment out would have taken a few days, so by helping out with my van, I made sure everyone had what they needed to get back to work as soon as possible. I also helped the IT department out, assisting with building the new laptops that came in and calling up my colleagues to let them know their equipment was ready to collect.
It was nice to be able to help the other Customer Representatives at this really busy and stressful time. Customers were constantly calling in to ask about what the Covid-19 situation meant for their insurance, and we had less Customer Representatives working due to the home working shift. So I was pleased to be able to make a positive impact and do my bit to support them.
Callum, Customer Representative at LV= GI Bournemouth