In this month’s ‘Meet the team’ feature, we caught up with Claire Booth, Head of Customer Support in our rail division, to discuss all things customer service and the intrinsic part it plays within the wider business, interconnecting across all departments. Read more on Claire’s insight and life in the rail business below:
What is your favourite aspect of working with us?
“The people, the culture and the software are really interesting. It also turns out I’m a bit of a train enthusiast!”
Can you tell us about your day-to-day as Head of Customer Support?
“I always start the day with two cups of coffee! I work with a team of second- and third-line Software Support Analysts to solve customer business-as-usual issues, relating to the suite of products and services we provide. This involves engaging and co-ordinating with our Customer Success Team and with Product Owners, Business Analysts, Delivery/Project Managers and Development and QA teams.
“I manage and monitor the team’s work and tickets in our helpdesk system assisting them with anything that I can, and leading them to resolve customer issues, be they usability or data related problems. There is also the occasional software bug that we replicate and send to our development team for resolution.
“I work with the rest of the Senior Management Team to manage the business and coordinate the work between all the teams in the rail side and the wider business.
“I also work on continual improvement within the team and alongside colleagues to enhance the services we provide to our customers, exploring ways that work the best for them.”
Since joining in 2021, do you have any highlights that have stood out?
“Winning the Encouraging Word Award for 2022 at our Christmas celebration was definitely an honour. I have also enjoyed the introduction of Choo-Chew Tuesdays, where we all bring in food items for a big “picnic” in the kitchen every month.
“Encouraging the business to arrange Lunch and Learn Sessions, which I was involved with in a previous company, has also been a particular highlight. These are now a regular feature with a big attendance in the office (drawn in by the free food!) and a range of interesting guests and discussion topics.”
What have you learnt since joining?
“I’ve learnt that I’m not quite the same as all the rest and that’s a good thing. I’m in my own world, but it’s OK, they all know me here!
“I’ve also learnt to be a better delegator than I was before I joined, making sure I’m not a barrier to things getting done. Whilst we have a small team, we all have a good understanding of what we have going on. I make sure everything is documented so that our knowledge is shared, and this gives us more time to become more proactive and operate effectively as a team.”
Do you have advice for those looking to follow a similar career path?
“Don’t be afraid to learn new things. Try and learn something new every day.
“Make sure you enjoy working with people and treat them with respect, even if they don’t like you or the message you have to convey. This goes for the well-being and management of your team and looking after customers alike.
“Learn to write and speak in a way that is not patronising – finding ways to explain things or ask questions that makes the receiver feel knowledgeable is a required skill. Don’t be afraid to say, “I don’t know, however, I can find out for you”. Customers prefer honesty in all things.”
You’re involved in the Big Rail Diversity Challenge. Can you tell us why diversity is important and what this means to you?
“Across both the software and rail industries, diversity is a challenge. It is important that we encourage people of all ages, faiths, ethnicities, and genders to become part of these largely male-dominated industries (sorry guys!) as the work is interesting and challenging no matter who you are. The better the blend of people, the more interesting everyone’s work life is.
“I’m a 54-year-old woman – so I know that the Big Rail Diversity Challenge is going to be challenging and push me out of my comfort zone. I am looking forward to hopefully bringing a prize home for us.”
Thanks for sharing your insight into life in the rail division, Claire. If you would be interested in learning more information about how you could join the team, visit our careers page.
