Meet one of our Contact Centre Team Leaders, Aaron Fogg
Aaron Fogg takes us through a typical day in the Specsavers Contact Centre
What was your background before joining Specsavers?
I’ve lived abroad for the majority of my life, living in the Netherlands and commuting to Belgium for school. I moved over to the UK as a student in Nottingham studying Business Management and International Strategic Enterprise. I joined Specsavers on part-time hours while I was studying and have been here ever since.
In a nutshell, what do you do?
Primarily I manage a team of regional customer service specialists that are responsible for delivering outstanding customer service to the North East, South East, South West and the whole of Ireland. We provide a service for our consumers and we also support our internal customers (Store Partners) to support them with their customer base. My stakeholders include the Direct Debits team in head office over in Guernsey, as well as maintaining a strong relationship with our store partners within my region.
What does your typical day look like?
No day is like the previous and I’m fortunate to have a great degree of variance in my role, typically though I’ll have check-ins with my team through the form of 1-2-1’s or team meetings, we also have daily huddles to discuss performance and relevant process changes / business updates. I also provide Duty Manager support to the whole of the contact centre which is a responsibility shared out between 7 of us in 4 hour increments. Usually there will also be an element of self-development whether it is through our online interactive learning portal - iLearn or through best practice sharing with my colleagues. Finally we’re always eager to innovate as a management team so a great deal of emphasis is placed on improving the work-place or improving our relations with our store partners or customers so this may involve an off-site meeting or brainstorm session.
What makes you most proud of your time at Specsavers so far?
Probably my progression and the responsibilities I’m entrusted to deliver.
How have you developed?
Become a master of your role through hard work and learning, then consistently deliver over a sustained period in order to progress.
What do you love about your job? What is a challenge?
The diversity of my job is what I enjoy the most, one day I could be travelling to visit our stores to discuss the value that my team adds to their operation and what we can do to enhance this. The next could be spent in amongst a fantastic team of tenured and passionate specialists that never fail to surprise me with their ability to go the extra mile for their customers. I’m also fortunate enough to get exposed to a lot of project work within the centre which fits in nicely with my degree and is an element of my role that provides me with great job satisfaction. Specsavers is such a fast paced and growing organisation and with that comes innovation and the need for change which provides exciting new challenges. Career and personal development is widely encouraged at Specsavers through personal development plans (PDP’s) and if you work hard there are many opportunities available.
Describe the Specsavers culture in three words
Friendly / Flexible, Passionate and Customer Focussed.
What advice would you give someone looking to join Specsavers?
Come join us, work hard and the opportunities for progression will present themselves.
Want to be part of the Specsavers Contact Centre team? See what roles we have available here