Aday in the life... RODDY HOLMES NATIONAL CUSTOMER SERVICES INTERNAL ACCOUNT EXECUTIVE
When it comes to customer satisfaction, it’s prettymuch guaranteedwith National Customer Services Account Executive, Roddy Holmes. He’s theman on amission tomake sure everymailing runs smoothly, every query is answered and every client need ismet. After all, putting a smile on customers’ faces is Roddy’s raison d’être. Here we catch up with him to find out what it takes to be aWhistl Account Executive.
I’m the first port of call… for any operational and day-to-day queries, so first thing in the morning I check my emails and deal with any urgent customer enquiries. I’mresponsible for looking after… some of our biggest clients that send high volumes of mail. These include BT, Everything Everywhere, Sainsburys and Marks & Spencer. Making sure everymailing runs smoothly is part and parcel of my job… for instance if a customer is sending over a million items of mail as part of a DM campaign and expecting a busy call centre to handle the response, I’ll ensure that all mailing houses and depots are prepared and ready to process the mailing as a priority so that the campaign is delivered on time. I particularly enjoyed…. handling a high- profile DM campaign for BT when they won the rights to broadcast Premier League matches for the first time. The campaign had to be meticulously planned and executed which involved close liaison with depots, mailing houses, customers and transport. We were under real pressure to deliver, and I’mpleased to say we did! Day-to-day… I’mbusy resolving issues, producing daily handover performances and forecasting. I deal with all sorts of enquiries whether it’s clarifying what qualifies for adMail
and Mailmark, checking customers’ new artwork designs, notifying Royal Mail of pending high- volume mailings or advising on invoice queries. The role is varied and no two days are the same! Towork in customer services… you always need to be personable, professional and positive. It’s an absolute must, even when you don’t have all the answers! I’mreally thrilled to have been a finalist… for the prestigious accolade Customer Services Professional of the Year at the European Contact Centre and Customer Service Awards’ in 2014. Whistl nominatedme for the award, saying: “Roddy looks after some of Whistl’s most high profile key accounts. These accounts alone mailed over 48million items with us last year and are all ranked within our top 45 customer base... his dedication, customer focus, attention to detail and grasp of the importance of certain activities for customers is second to none.” It’s really rewarding to be recognised for what you do, even if you do think it’s just part of the day job! I’ve alsowon aWOWAward… which is an internal customer service award for going above and beyond the usual call of duty. Out of hours… I’m a proud dad and love spending time with the family. I also enjoy off-roadmountain biking, occasionally at night for an added adrenaline rush!
10 Whistl Magazine • Autumn 2017
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