Leanne Kitchenham on working as a customer services manager


Leanne KitchenhamWhat is your role?

I’m a Customer Services Manager based at one of our media clients in London.

How long have you worked in front of house?

Nearly six years for Mitie Client Services.

What does a typical day look like in your role?

A typical day involves a lot of TALKING – communicating with my team about all sorts of projects and initiatives and providing support to the whole team.  My role is to keep the team motivated and act as a mentor and a coach for individuals.

What’s the most interesting thing about your job?

The best thing about being part of the front of house industry is that it stretches your knowledge of other departments and encourages you to really know the client you’re working for. For example, at my site, we know as soon as someone walks through the door which department they might be visiting just by their appearance and persona.

You learn how to adapt to different people’s needs very quickly in this industry and having  worked on both our reception and the helpdesk/switchboard, I have hands-on experience of what it takes to ensure the service my team deliver is exceptional.

What is your favourite part of the role?

My favourite part of the role is the fantastic team bond we have. When you have a clear, defined and shared goal it makes the working day so enjoyable. Each of my team members has a completely different personality and we encourage everyone to be themselves and shine.  The more authentic we are, the more exceptional and memorable our service can be.

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