In NorthLink Ferries' first Staff Focus, we hear from Alex Lebert, Customer Services Manager.
Alex has a BA in Business Management, and following his graduation spent time travelling and ended up in Stromness. Despite initially struggling to find a job in line with his qualification, he was able to find a job with Northlink Ferries working in Customer Service and has never looked back.
Can you describe a typical day in your job?
My role is to lead and manage locations in Orkney and Scrabster within one of transport’s flagship contracts delivering an exceptional Customer Service. My typical day is to direct, manage and develop staff to an exemplary level of customer service which maximises the credibility and professionalism of NorthLink Ferries and drives business.
How did you end up in this role?
I had the opportunity to travel after graduation and ended up in Stromness. After some initial challenges in finding a job in line with my qualification, in 2011 I had the opportunity to join NorthLink Ferries and work in Customer Service. I grabbed the chance to make a career and never looked back.
What is the best thing about your job?
Seeing your team succeed feels amazing. Nudging someone in a direction, seeing it work, and then seeing them get positive feedback for their success is very rewarding. I can have a direct and positive impact on a lot of different people to stretch them just the right amount so that they grow, and even give the right kind of push to get them to the next level in their personal development.
What is the worst thing about your job?
Spending more time managing and less time using the skills that got me to this point in my career. There are a lot of meetings in my role and so solid time management skills is a must to not drown in it all.
What skills do you need to undertake your role?
Drive and enthusiasm, ability to build and maintain successful working relationships, thorough knowledge of call centre industry, experience in a customer service environment.
What qualifications do you have?
BA Business Management.
Would you recommend this job to young people, if so why?
This job is both terrible and wonderful, the pressure is on however having a tremendous opportunity for success and being able to make some kind of difference in an employee’s career, this kind of work is very fulfilling and lasts.
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