A D A Y I N T H E L I F E BRIDIE FOOT
10:00 Myself and Toni head to a meeting with Payroll, IT and ISELL to discuss the process for when someone completes a change of circumstances form as we are currently inundated with them. We agree a new process that works for everyone and agree to implement it by the end of the week. We head back up to the department and I log into the phones to help the girls out as they are frantically busy; I answer a few calls form some of the new shops who need their Hub log ins and email passwords. One of the calls I am on for quite a while as it is a new branch who needs some help loading a cruise booking onto the system so I log into her screen and talk her through it. 12:00 I’m starting to stress because there are loads of emails starting to build up while I have been on the phone. I am quite obsessive about having loads of emails so I start to work through these, most of them are notifications from the finance system requesting authorisations for people’s business expenses claims so I work my way through them. I also need to log into the system and authorise branch write offs; if the branches have made any errors we account for all of these so that we can look at frequent errors and implement ways to reduce these losses. 13:00 A couple of our existing branches call asking for some help with Pyramid, they are planning the staff bi annuals so looking for some information on staff performance. 14:00 One of the team takes a call from one of our branches who need some advice on a customer who is in resort in Turkey; she’s their on her own and has been thrown out of the hotel because of her behaviour. We find out that the customer has mental health issues so we are going
NAME: Bridie Foot
AGE: 28
JOB TITLE AND WHERE YOU’RE BASED: Retail Support Team Leader, based in Gilbridge House, Sunderland. HOW LONG IN THE JOB: Started as an apprentice in Retail Support 11 years ago.
Bridie’s daughter, Ivy
06:30 Get up with my daughter and get her ready to drop her off at the in-laws before work. I was off yesterday so I go into work a little bit earlier to go through emails and catch up before the team come in. 09:00 The team gather round a desk for a meeting. They update me on what happened the previous day, questions we’d had and any issues that came up. I give out the jobs for today; our day has changed quite a bit since the acquisition of Thomas Cook as we now receive over 250 calls a day into the team (we used to get around 400 a week). We have a rota so that the girls can come off the phones throughout the day to do any admin jobs that need concentration so we discuss what time everyone will be doing their bits and pieces so that I know I have plenty of people on the phones. It’s Toni’s birthday today so we give her some presents and her cards and sing happy birthday to finish off the team meeting. Phones are starting to ring now so we wrap up and the girls go off to answer the calls.
HOW LONG IN TRAVEL: 11 years
HOBBIES: Shopping and fun days out with family. BEST THING ABOUT YOUR JOB: My team and colleagues. WORST THING ABOUT YOUR JOB: The amount of chocolate and biscuits everyone brings in, no good for the diet!
34 HOME AND AWAY APRIL 2019
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