The customer is everything here and we manage around 1.2 million customer contacts each year. These contacts can be by letter, by email, by telephone - and our social media conversations on platforms such as Twitter are growing too! Our objective is to make every customer interaction an effortless experience, by listening, by being flexible and by owning every query.
Looking ahead, we want Customer Operations to have a relentless focus on being indispensable to customers, retailers and brands, making those relationships simple and enjoyable. The key is to embrace new technical solutions, provide clear leadership and keep on developing talented people: over the last 12 months, we’ve given more than 250 of our people additional skills, knowledge and training.
People in Customer Operations come from every type of background. You don’t need financial services experience, nor do you need to know about cars. What’s important is that you know how to build rapport, you can look after customers and you have a commitment to resolving queries first time, every time.