Tell us all about you as a person outside of work, your hobbies and interests
I love being outdoors and being active. You will very rarely find me relaxing, unless of course it involves a glass of wine 😊. I play the cello, piano and enjoy reading when I do get some downtime, otherwise my time is often spent with family and friends.
What is your role within Parcelhub (and the wider Whistl Group)?
My role in Parcelhub is assisting with the running of the business as part of the Senior Management Team. I also head up the Customer Services Team, the Implementation and Customer Experience Team, and the Product / Project team. For the wider Whistl Group, I head up the Tracked Customer Service function (WISMO).
What does a typical day look like for you at Parcelhub?
Every day is different and presents different opportunities. I work closely with some excellent people, and collectively we strive to create a business that is customer-focused, innovative and market leading. I look at opportunities with carriers and suppliers; I work with businesses such as the Institute of Customer Service and continually I look at how we can utilise technology to not only improve Customer Experience but also to drive scalability and value into the business! A typical day involves looking for opportunities and making them happen.
What projects are you currently working on?
- New Customer Service Solution to help scale the growth and add value / improve our current offering in the marketplace
- Implementation of the new Whistl Group CRM system into Parcelhub
- Working with the Institute of Customer Service to define a clear strategy for improving our customer experience proposition, both internally and externally.
As Director of Customer and Product Experience, what made you want to work for Parcelhub and what were you doing before this?
Before Parcelhub, I was a student at the University of Bristol studying Experimental Psychology and Advanced Statistics. I joined Mail Workshop, Parcelhub’s predecessor, in 2007 on a temporary contract in the admin team, working on charge advices for International Mail. Parcelhub was born a couple of years later. The business was dynamic, and exciting – and having worked in most areas of the business over the years, the opportunities kept presenting themselves and I was keen to progress and take on more responsibility over the years.
Do you have any advice for others wanting to get into Customer and Product Experience?
Be solution-focused and listen to customers.
Tell us something most people don’t know about you
When I was younger, I used to think if you drove a car really fast and accelerated really hard, it was more economical than driving the same distance steadily, simply because the journey time was shorter, so the engine wasn’t running as long! Therefore it burnt less fuel. Little did I know, that I was so wrong!
What excites you most about working for Parcelhub?
The people and the Can-Do Attitude of the business. I have been with the business since 2007 and I have seen it develop into what it is today. The work ethic of everyone is fantastic, and everyone works hard, every day, to make the business better. Being able to provide solutions for customers, that other businesses cannot do, is a great achievement and a true reflection of our innovative approach.
What has been your proudest achievement working for Parcelhub?
Being recognised as someone who can make a difference and lead change.
How would you like to progress your career going forward, what are your long term goals inside and outside of work?
I will always have a desire for continued growth and success wherever I work, and I am always looking for the next opportunity to push myself further. For me, the best way to do great work is to love what you do – and wherever I work, it has to be in a company that does push the boundaries and drives that development and change. Goals outside of work are to live life to the full while you can, it is too short to waste!
What has been your greatest achievement outside of work?
Most recently, it must be rescuing my greyhound last year. He was in such bad condition and had been clearly mistreated / starving and we just couldn’t walk away. Now, he is certainly a character and it’s really rewarding to know that you can make a difference to an animal’s life.