My role is to ensure the Contact Centre is set-up to deliver a great service to customers. This involves developing my Team Managers to ensure our Advisors have the skills and desire to handle complaints effectively. I look after After-Travel but work very closely with my counter-part on pre-travel and between us we ensure all areas of the Contact Centre are consistently improving.
Tell us a little bit about your back ground? When did you start working for The Swansea Contact Centre?
I’ve worked in Contact Centres for most of my working life and have first-hand experience of what it’s like to be on the phone and what being a Team Leader and Team Manager is all about. I’ve worked as an Operations Manager / Contact Centre Manager for a number of organisations and joined TUI in December 2017.
What do you enjoy most about working at the Contact Centre?
For me it’s all about the people. I love working with large teams and developing them to deliver a great service to customers.
Name three things in life that makes you smile?
Helping people achieve their personal goals
Single malt Whiskey