Name: Kerrie Van Tankeren
Aka: KVT, Tinker
Job title: CX Manager
Time in the company: 9 years
What was your route of progression in the company? Bureau Advisor, Team Leader, Telecoms Advisor, CS Advisor, Relief Customer Service Supervisor, Relief Supervisor, Supervisor, CX Manager
What does your job entail day to day? Dealing mainly with Telco companies I manage the client’s service to ensure it is fit for purpose. Investigate issues and provide feedback to the bureau. Implementing new services and additions to current scripts.
What is your favourite part of the job? Working within a small supportive team
Most challenging aspect of the job? Finding solutions to issues that work for both the client and the Advisors who take the calls.
Funny story: When I was a Supervisor I took over a call from an advisor. The caller was exceptionally unpleasant and called me something I cannot repeat. When the call had finished I was a bit upset and as I put down my headset I flipped over a tub of Celebrations (It was Christmas) and sent them all flying in the air and I lost my shoe as I got up from my chair in tears. Vicki Studd said she turned around and all that was left of me were some sweets and a shoe on the floor!
What do you look forward to when you come into work in the morning? A cup of tea and the prospect of ticking a lot of jobs off my to-do list.
What has working in this industry taught you? Seeing the industry from many different perspectives has taught me to be adaptable and positive. I have learnt that there is always a solution and to never give up!!
How does this job differ from previous jobs? After having my children at a young age I always consider this as my first ‘proper job’. I have had some great mentors along the way who have taught me a lot.
How do you feel about the future of customer service communications and how this could affect your team and job role? As we are dealing with more and more different channels it is making the team and myself busier as clients are enquiring about supporting these on their behalf.