Meet The Team: A Day In The Life Of… Our Contact Centre Manager


Author: Aqualisa


To Tie in with our LinkedIn relaunch, we want to introduce you to some of our wonderful team members here at Aqualisa! We've sat down with some of the team for a quick chat about what their job involves and what it's like to work at Aqualisa. This time we sat down with Diane Taylor, our Contact Centre Manager.

Can you tell us a bit about what your job involves?

I manage the B2C element of the operation. We have a team of inbound customer service agents handling our customers who have a product covered by a guarantee. They may require technical assistance or a service call, and our highly skilled agents will fault find to establish the best course of action to deliver first call resolution. This may be to provide a part free of charge under the warranty or to raise up a service call for one of our Field Service engineers to attend to.

We also provide a dedicated line to our installers who may require assistance when fitting one of our products.  In addition, we have three sales teams looking after our customers whose products are no longer covered by the guarantee and we offer either a fixed price repair or an upgrade of their existing shower.

So, what does an average day look like for you?

A typical day would firstly involve a review our daily KPI’s from the previous day and month to ensure that we are delivering the level of service our customers expect, and to identify any gaps and what corrective action may be required to improve our service if applicable.

I then review our sales revenue targets to ensure we are on track and will then meet with my Team Leaders collectively to review available resources and understand what all of the team will be working on or focused on delivering that day.

I review our customer satisfaction feedback in order to identify any points of failure and look to highlight these to the relevant employee to resolve or improve where required. By working with Aqualisa’s new Data Analyst, I aim to improve team efficiencies, performance, and support continuous improvement of the Contact Centre KPI’s.

I also consistently review the strategic plan for the year, which pulls together all of the timeline and actions required to achieve the department objectives for 2019. This may result in attending meetings with department heads/key personal around the business to drive forward these initiatives.  

What do you think is the best thing about working at Aqualisa?

The people here are amazing! And I love the fact that we are all on one location, so you have so many different people from different areas of the company all able to collaborate with each other!

What are you most looking forward to in the year ahead?

We are currently streamlining our operations and are welcoming new members of staff into our growing team, which is always exciting!

And finally, can you tell us a bit more about yourself?

Favourite food: Probably curry, but I also love tapas-style food that you can just graze on!

Favourite drink: Gin, especially rhubarb gin!

Favourite sport: I love watching rugby and cricket, I also love to dance and to do aerobics.

Something your colleagues don’t know about you: I am a keen fly fisher in my spare time!