We asked our Client Services Manager, Jane Borer what a day in the life of her team looks like...
What’s a typical day look like in Client Services?
A typical day involves checking the new enquiries that have come in, both via email and the phone, and planning how to respond, also catching up with work in progress, arranging training and licenses, and having Zoom/Teams calls with clients or colleagues. It’s busy, and you have to be prepared to be sidelined away from something, it’s rarely possible to focus on one thing and get it completed. This can be frustrating, but there’s never a dull moment. I’m often heard to be saying “Now, what was I doing before I got distracted…”!
How do you ensure you provide a first rate customer service to clients and colleagues?
Client Care is our mantra, every email and phone call is either a potential new Star user, or someone who can be supported by Triangle to use the Star even better than they already do, and if we get that right, then the people THEY support are going to benefit. It’s all about ensuring we respond in a responsive and timely way. Any query that comes in to us is responded to within 24 hours if at all possible, at least with an initial contact, to arrange a conversation, which increasingly since lock down now happens via Zoom rather than the traditional phone call! We troubleshoot for our colleagues too, and have a similar approach in our responsiveness to their requests for support.
What top three things about the Outcomes Star do you get asked by potential clients?
Mainly 1) – how does it work? 2) – what will the benefits be to my service and the people I support? and 3) – who are the other services just like mine who are using it, and how does it benefit them?
What’s the most challenging thing about working in Client Services?
The pace is very demanding, you have to be responsive to whatever comes your way, and you never really know what that might be. You also have to be prepared to juggle many different tasks and keep lots of plates spinning.
What’s the most rewarding thing about working in Client Services?
Hearing the back stories from clients about how they started their charities, what drives them, their passion for what they do – and gaining a huge understanding for the difficulties and challenges that so many people face on a daily basis. Also, when a client tells you how using the Star has had an impact on not only their service users but on them as a team, then that is fantastic and gives you that “this is why I do my job” buzz.
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