How long have you worked at SecuriCare?
This is my 11th year with the company; I joined in 2005 as a Customer Service Specialist and looked after the Carlisle and Greenwich areas. In June 2006 I became a team leader and was promoted to Customer Services Manager in March 2012. Before working at SecuriCare, I worked within the banking industry as a mortgage advisor.
What do you do on a day-to-day basis?
I am responsible for the day-to-day running of the department, so regularly meet with my team leaders to ensure everything is running smoothly. A big part of what I do is the training and development of our staff. We pride ourselves on the service we provide and aim to deliver a first class service, so we invest a lot into our product training and customer service training. I also spend a lot of time working on our service offering to ensure we are providing the best possible service; recently we introduced elements such as text message delivery updates, text ordering and Electronic Prescription Service (EPS) designed to make our patients’ lives easier.
What are your highlights of working at SecuriCare?
My favourite part of working at SecuriCare has always been talking to the patients. I still look after a handful of patients, who didn’t want to let me go after I was promoted. It’s so lovely to talk to people regularly to see how they’re doing and catch up about how their children or grandchildren are doing and just have a good old chin-wag! A highlight of the year has to be Christmas - our patients are so kind and we are inundated with Christmas cards, so it’s really nice to walk around the office and see all the cards and patients’ comments.
Do you have a favourite patient?
I am fond of all my patients but I do have one particular lady who I have looked after for a number of years. She was having issues with the service she was receiving from her old supplier and I supported her while she tried different product options and I became her Customer Service Specialist when she joined SecuriCare. She’s such a lovely lady and I always look forward to catching up with her on a monthly basis.
What’s the funniest question you’ve been asked?
Every time I spoke to one particular patient, he always asked if I could personally deliver his supplies, but I always had to disappoint him!
What’s it like working at SecuriCare?
Working at SecuriCare is great - there really is never a dull moment! I am very fortunate to work with a great team of people, we have some real characters in our team (as our patients will know!) and it’s a really great environment to work in, everyone supports one another and helps each other out when they need help.
Have you been involved in SecuriCare’s charity work?
I always love to get dressed up for our fundraising days but a particular highlight was the ‘Playground Project’ which we did a few years ago. A group of us volunteered to work on a refurbishment project of a local school, working on the playground and classroom. It was really good fun and the kids loved the final result!