Call Centre Staff - Meet the Associates
Jo Frost
Technical Expert, Fraud Recoveries Team
"I work in the Fraud Recoveries Team. Customers call the Fraud Department to report fraudulent activity on their account and
it's the fraud recoveries team's job to investigate what has happened and to try to recover as much money as possible.
It's a very interesting, unique job because each day is different and the team are constantly dealing with new situations
and scenarios. The team come to me for help and advice and I think it helps that I'm a naturally curious (and perhaps a little
suspicious) person. You also have to be pretty on the ball because regulations are continually changing, so I feel like I'm
always accumulating knowledge. Part of my remit is to ensure that the rest of my team is aware of these changes."
Anne Gray
Customer Relations Associate, Operations
"I handle calls from customers with queries about their account. I'm also part of a special team in the call centre of more
experienced people called 'Escalated Calls and Marketing', which means I take calls from people who have a complaint, or who
are not happy with the response they've received from another associate.
I enjoy dealing with difficult situations because you can really learn to hone your communications skills and it helps make
you a more patient person. But on the whole we don't get many awful calls.
Even though we take our jobs seriously, the atmosphere here is great fun and laid-back (I can come to work in jeans if I want
to). We're always organising incentives around results, usually in the form of a game. For example, we had one game where
if you achieved a certain sale or result you had to pop a balloon to reveal your prize, which could be anything from a juicer
to an MP3 player. There are plenty of other perks and benefits here too, like the company pension scheme and free health care,
not to mention the restaurant where you can get a roast dinner for under £3!"