Name: Matthew Button
Job title: Project Manager
Time in the company: 5 ½ years
What was your route of progression? Contact Centre Advisor, Customer Experience Technical, IT
What does your job entail day to day? All sorts of things, monitoring and maintaining IT Systems and the network, resolving technical issues, implementing new and exciting services.
What is your favourite part of the job? No two days are ever the same so you never know what you’re going to be doing.
What is the most challenging aspect of the job? Implementing changes and fixing issues whilst maintaining 100% uptime!
What do you look forward to when you come into work in the morning? Grabbing my morning glass of water and seeing nothing has gone wrong overnight!
What has working in this industry taught you? Expect the unexpected and respect Murphy’s law!
How does this job differ from previous jobs? The 24/7 nature of the business means much more planning and thought have to go into any changes and new services that are being implemented so as to not impact any existing operations.
How do you feel about the future of customer service communications and how this could affect your team and job role? With more communications streams like social media, providing a fast, efficient, accurate and helpful response is becoming far more important, as well as pitching the response correctly. This undoubtedly means omnichannel communications are ever more important, and how we integrate this effectively into the services we provide our customers will be key. This has and will continue to provide technical challenges and exciting projects to all teams in the business as this evolves.
What would you say to someone entering into a role in customer communication? Quality of service is as important as, if not more important than, speed of response. Getting the correct communication out to the customer is key.