Meet Faye Longden - Customer Support Lead

Posted on July 22, 2019
Author: Sam Reed

What was your background before joining Specsavers?
Before joining Specsavers, I was working in an administration role, booking appointments for customers.

How long have you been Specsavers?
10 years.

In a nutshell, what do you do?
In my role as application support lead, my responsibilities are to manage the day-to-day relationships with 3rd line support teams (internal and external) who provide Specsavers with a technology service. Together we investigate incident and problem records reported to us from our users and get to a resolution as soon as possible.

What does your typical day look like?
I work remotely, so my day starts with a video call with my colleagues to talk about what is happening within our area on that day and assign out tasks. We also talk about anything significant happening in the days to come and where we need to align our focus to. I then have meetings with suppliers to review the service provided to us and provide feedback. In between meetings I review changes planned within my area of support and provide approval/feedback where necessary. I also work closely with the transition team to ensure any new services we are bringing in to the business are supportable. In between these tasks I work on several technology service improvements actions assigned to me to support our rapidly growing business.

What makes you most proud of your time at Specsavers so far?
I have many moments that make me feel proud over my time at Specsavers, but most is seeing the benefits of my teams hard work and how that helps our colleagues and ultimately the customers experience at Specsavers, this makes me very proud and happy.

How has Specsavers supported your development?
Specsavers have supported me in numerous ways along my journey, I have attended multiple courses to support me within my role and within my personal development.

What do you love about your job? What is a challenge?
I love that everyday is different, in such a fast-paced technology function, I learn something new every day. Sometimes we face difficult challenges, but I love how colleagues come together to get to our goal.

Describe the Specsavers culture in three words:
Customer focused, family orientated and rewarding.

What advice would you give someone looking to join Specsavers?
Go for it! Specsavers is a great place to work!


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