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Mark Pittam: customer relationship manager – contact centre

SDP2320-0093Hours worked each week:           37.5

Working pattern:                             Mon, Tues, Weds, Fri, Sat 6.30am – 2.30pm

I came to work at Loop after being made redundant from my sales job and have really enjoyed my time here.

I chose to work an early shift as it leaves me free to play golf a couple of times a week. I’m an early bird, so I can get my working day in and then still have plenty of hours left in the day for some leisure time. My handicap’s not great, but it’s got better since I’ve worked here!

As a customer relationship manager (CRM) in the contact centre my role is pretty varied. I’m one of the more experienced CRMs these days, so along with taking incoming calls from customers with queries about their bills or trouble with their water, I support other CRMs as a floor walker. That means I’m not taking calls from customers but am available for anyone on the phones to call for help, be that technical help or a bit of reassurance about the advice they are giving.

As part of the floor walking role I also monitor the call back queues ,and do some calling customers back, say if they’ve reported their water is discoloured and we want to know whether it’s any better.

I am also involved with our web chat facility which is really popular with customers who want to contact us in multiple ways.

Although I’d never worked in a call centre, having been in sales  I had pretty good people skills and I easily transferred these from dealing with people face to face to talking to customers on the phone.

It was also a big shock for me that Loop wanted to invest in my development and training. At my age I thought I’d be overlooked but if you’re prepared to put the effort in, Loop will match it. I’m currently studying for a BTEC and NVQ Level 2 in Customer Service. I do the studying in my own time, but meet regularly with my college tutor at Loop to agree a schedule of work.

If you’re thinking of applying for a job at Loop I’d say go for it. It’s not like any old contact centre and is a fantastic place to work.  My son even works here, so that tells you what we think about the place!

Get in touch Number One, Mid Point Business Park, Thornbury Bradford, BD3 7AY
Tel: 01274 260000 | Fax: 01274 262265
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