A day in the life…Customer Services .

Where best to start but at the beginning. Lucy Dyson joined us last year just before the acquisition of Allport Specialist Services. She describes her role in the newly expanded customer services team and her experiences to date. Lucy writes…

“I began on the road working alongside a qualified Bishopsgate installer. I got ‘my hands dirty’ and was able to help make the simple deliveries…and the more complicated ones too! I really did enjoy travelling around the country and dealing with our diverse customer base at the delivery points.

In June last year I was given the opportunity to join the Swindon Customer Services Team so I grabbed it. At first I was just answering the phones, which are always busy and making tea, which is also very busy. The role was varied which kept it interesting. I was managing ‘proof of delivery’ information from crews who had just completed deliveries, organising future deliveries with customers and helping the crews with on site and customer information to enable them to successfully make their deliveries, right first time. I am now an expert on google maps!

We work as a team. I make ‘call-outs’ to my colleagues customers advising them of upcoming deliveries and to clarify and any ‘site specific ‘ delivery information that the Bishopsgate crews may need. I know from my own experience on the road that an extra couple of steps can make such a huge difference in the equipment you need to bring when you are delivering a 500kg safe!

I quickly got to understand the TMS system used by Bishopsgate. Although simple to use, this software is very powerful and really does focus on the customer needs. It’s transparent and all of the information can be seen by every section of the Bishopsgate team, wherever they are in the country.

It wasn’t long though until I was being trained to look after my own accounts. I then took on the role of looking after all the paperwork from all the depots. This is still “work in progress” but I am enjoying the challenge and I think I am making a difference. “Editor Comment…she is!”

I could not have joined at a better time. 2 weeks after I started Bishopsgate bought out a major competitor and this acquisition of Allport Specialist Services resulted in double the work load. Extra work meant extra staff and I was no longer the new girl. Extra staff did mean a rather cramped office environment but that has all changed now. We are luxuriating in a spacious, airy and newly decorated office extension. We all feel much more comfortable and are able to concentrate fully on the expanded business. Has it been fun? It’s been a challenge…but fun too! I could not have joined the company at a better time and I do feel that I have made a difference”