Our Customer Service week celebrations continue
First class customer service
We’re continuing our customer service week celebrations. Today we spoke with Stephanie Bozward, one of our Customer Services Advisors who joined us just two days before the start of lockdown. Steph has been dealing with customers throughout the pandemic and her professional manner and tenacity to succeed has shone through during this period.
National Customer Service Week is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. Click here to visit the Insitute of Customer Service Website and find out more.
Stephanie Bozward - Customer Service Advisor
Tell us a bit about your role?
“Joining Mainstay a couple of days before we went into lockdown was certainly a challenge. As a Customer Service Advisor, I answer incoming calls to the business and aim to resolve any issues a customer may have first time wherever possible, we are responsible for the main email inbox ensuring email queries are logged and forwarded to the correct department.”
Any examples of issues which have needed a follow up and have been resolved?
“Within my role I’ve had to get to grips with issues regarding fob orders. Although it may seem to be a minor issue, customers can often misplace or lose key fobs and will need a replacement quickly. Whenever I’ve resolved the issue and followed it up they’ve always been thankful that I’ve been able to make a difference.”
Have you held any previous roles which may have helped you to settle in?
“Before joining Mainstay I worked as a teaching assistant at Bredon School in Tewkesbury. They specialise with students with dyslexia and autism aged between 7 & 18, this role opened up a whole new way of thinking for me. It presented such a challenge to me, but it was so rewarding, and I am still in contact with some of my old students. I’ve always wanted to make a difference and my prior roles have certainly helped me integrate with the team.
I have also worked at B&Q and Currys/PCWorld in. These customer-facing roles have allowed me to settle into my role at Mainstay and make a difference from day one.”
What do you like about the role and your team?
“I love the variety of the role. Every call and day is different which presents a new challenge that keeps me on my toes. I also have a very good relationship with my line manager which has helped immensely. In terms of the team, there is always someone there to ask for help/advice, even if it’s a particularly hard day I still end up smiling, especially when I know I’ve made a difference to our customers.”
What do you enjoy about working for Mainstay?
“The team ethos and togetherness which our team has despite current circumstances is a testament to the culture and environment which we have at Mainstay. Despite not being able to meet my colleagues and new team face to face I’ve enjoyed getting to know them on a virtual basis.”
Do you have any interests outside of work?
“Yes, I’ve always had a real fondness for cooking and being in the kitchen away from work. Before lockdown, I’d host dinner parties and themed evenings. This has obviously temporarily been brought to a halt and is certainly one of the things I’m missing. I love spending time with my family especially my three children. I’ve been able to slowly get back into running as I used to be an avid runner.”