Name: Joanne Bateman
Job title: Customer Engagement Advisor
When did you start working at Skills Forward?
1st October 2018
What do you do on a typical day?
I’m part of the team responsible for supporting our customers with their general queries. This could be by telephone, email and online chat as well as training through webinars and events. We also get new enquiries through these channels so we’re the first interaction for any potential customers too! We give everyone the same level of service and treat everyone equally. It’s something Richard, our Head of Customer Engagement, believes is really important.
Has your role changed since you started?
Alongside daily customer engagement and interactions, I am now the trainer of Functional Skills for Skills Forward. It gives me a specialism and enhanced understanding of this area, meaning that I’m able to support customers and colleagues with any help they need as I understand the qualifications, and the support we offer, inside and out.
What is your best memory of working at Skills Forward?
When our Managing Director, Daniel Howard joined the company, we quickly went through a rebrand and there was a new energy and positive vibe in the office. I felt very included and part of the journey and I’m really looking forward to our plans for the future.
Do you have any stories about working with customers where you’ve been able to help them find a solution?
I worked closely with Matt Smith at Interserve Learning and Employment setting the training up for all of the staff there, developing training guides and delivering webinars and face-to-face training. With some customers, you work so closely with them that you build a great relationship. When he calls now, it feels like a friend calling in and we have such a laugh!
What’s the best thing about working at Skills Forward?
The working family environment we have, it is the best! Everyone looks out for one another and it’s a really supportive environment to work in.
What are your goals for the future?
I really enjoy the training aspect of my role so one day, I’d like to be Head of Training for all products and training other staff on our full offer.
What’s the best piece of advice you’ve ever been given?
Do not ask someone to do something you are not willing to do yourself. Always keep your feet grounded.
Do you have secret talent/specialist skills?
I am a masseuse in full body, Indian head massage and Reiki and I can play the piano.
What’s your Friday night anthem/karaoke song?
Bat out of Hell – Meatloaf