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Here at Sylvester Keal, we have a fantastic team of experts who work across various departments in different job roles.
Some of our staff regularly deal with customers on a day-to-day basis, whilst others have a more ‘behind-the-scenes’ role where they don’t particularly get to speak with customers face-to-face.
In our latest ‘Meet the Team’ blog, we’d like to introduce you to a member of staff whose job role requires her to deal with customers mainly over the phone or via email, which is still a vitally important role within the company…
How long have you worked at Sylvester Keal for?
What does your job role involve?
At Sylvester Keal, I am responsible for all aspects of sales administration within the Sales department. It is also my job to ensure that all customer requirements are met on a daily basis, aiming to provide a quality service.
I carry out a range of tasks every day in my role, such as general office duties including covering reception and administration duties including sales orders, quotations, price lists, COSHH data sheets and invoicing. I also operate within the Telesales department, covering a four weekly rota which involves overseeing all of our care home groups.
I am also responsible for a lot of the financial sides to the business, including petty cash payments and taking customer card payments over the phone.
If there are any new employees who have started, it is my job to offer them guidance and support using my wealth of knowledge I have learnt over the years.
I am also trained as a First Aider and Fire Officer, so if anyone has an accident or if a fire occurs on site, it is my job to deal with this in an efficient manner.
What would you say are the top qualities or skills required in your job role?
In my role, it is essential that you have good communication skills, as I communicate frequently with staff and customers on a daily basis. Organisation is also key within this role, as I often find myself extremely busy with lots of tasks to do at once. Being a good listener is also important, as it is vital that I understand the customer’s needs and am able to find a solution to their problem or issue.
Being flexible and a good team player is also essential, as well as being prepared for anything that may come your way. Anything can happen within a working day, so it’s good to be aware of this and being prepared to come up with a solution as quickly as possible.
Describe in three words what it is like working for Sylvester Keal?
I would describe working for Sylvester Keal as reactive, thriving and energetic. Every day brings something different so there is a lot of variety, and the atmosphere is great to work in as the staff are so nice and welcoming. Overall, Sylvester Keal is a fantastic place to work and I enjoy my job very much.
What do you enjoy the most about working for Sylvester Keal?
I really enjoy the camaraderie and rapport that is shared with colleagues. In my time working for Sylvester Keal, I have become good friends with a lot of people and it makes my job even better.
I also enjoy forging customer relationships and being able to meet their requirements. It’s good to get to know the customers, and you get such a good feeling knowing that you’re keeping them happy and doing everything you can to help them.
What challenges are you faced with in your role and how do you overcome these?
Sometimes, we find that errors occur with customer orders. Our aim is to find a solution and rectify the problem immediately. It is important to also keep the customer updated every step of the way, and this helps them immensely. Within our department, we have daily deadlines so good time management helps us to achieve our aims and objectives.
Which do you prefer to drink at work - tea or coffee?
I like to drink both when I’m at work! I normally have two cups of tea in the morning and coffee after that - everyone in the office knows me well!
What’s your favourite biscuit to dunk in your tea or coffee?
Any! I love a slice of cake as well to have with a hot drink - my personal favourite is carrot cake. We all like to have treats in the office, so most of the time there’s a new pack of biscuits or a fresh cake!
Tell us a funny fact about yourself
I’m often referred to as Lucy over the phone. I think it must be the way that I speak sometimes so people often get my name mixed up!