Iain came to work for Source as a Customer Care Advisor in August 2018, at 62 years old, he had served in the army before moving into retail.
A candidate new to the field of customer care and the call centre setting, Iain describes his journey from interview to full-time customer care position as transformative and has really taken to his role at South West Water.
Following an initial visit to the call centre and three weeks of training - which is delivered as standard for all new call centre employees - Iain felt confident in joining a team of 10 employees tasked with responding to incoming queries from a varied customer base.
Iain says: “My trainer Matt delivered a progressive and cohesive training package and I felt fully prepared to take on my role as as Customer Care Advisor. At the age of 62 my initial experience in this field was nil. This training puts to bed the claim that you can’t teach an old dog new tricks.
“Throughout my first visit there was an air of calm which convinced me to accept the position. I’ve now been in the call centre for just over eight months and can honestly say I’ve found a new niche in life. I’m putting life skills to use from my previous experience and daily routine.
“More importantly, the impact that I’m making on the customer base, people whom we are here to support and serve, has always been clear to me. Since taking up a position I had never imagined myself in, I’ve settled into it so well and look forward to coming to work each day.
“My manager Jess shares her knowledge and support freely to the team, while more senior and experienced members of the team are also on hand to guide should anyone run into difficulty. There is also a broad network of team managers on the floor to call on, so you are never really on your own without support.
“The call centre at South West Water is a hub of knowledge upon which the organisation as a whole relies heavily when it comes to helping its customers solve queries and, in many cases, is the first and last stop for a lot of service users.
I often leave my shift in a positive frame of mind, feeling that I have made life better for the people I’ve come into contact with throughout my day.
“I pride myself in taking a conscientious approach to dealing with customer queries and take great satisfaction in helping them to resolve the issues they are facing. With this in mind, I do see myself continuing to provide this support to others within the position of Customer Care Advisor for some years to come.”