Hello I’m Jodie…
I’ve only recently joined HBOS, before this I was a beauty therapist. So it’s very different. But what they have in common is the interaction, the one-to-one with customers. I love making a connection.
Being myself, bettering myself
I wanted a career that I could progress in. When I saw this job, I read more and it sounded good. It felt like a good match for my skills, and I felt I’d be encouraged to be myself. In some businesses there’s no individuality, and I definitely didn’t want that. Now when I go to work I’m proud of it, and know I can move up and do bigger and better things. The clincher for me was the reputation of the business, and the personality of the company. Just like Howard (from the TV ads) everyone’s friendly, and it’s a bright company. I’d love to be the star of the next TV advert, that’s my goal!
Before I started I had two weeks in a classroom, doing statutory training. You need to pass some exam papers on topics like the banking code through to fire safety, but you get all of the teaching you need to do this. Then three weeks in branch, starting off observing, then being observed until I was ready to work on my own. There’s training every week on new products, we hear all about all of the features and benefits, and learn how to look for customers who might benefit from this product. In terms of progressing through the business, at each review I’m asked what I want to do, check to see if I’m still on course, and if not what extra I need to do.
I’m a Customer Adviser
I primarily perform the transactions that customers have come in for, but it’s also about looking for other ways that I can help. Our system provides lots of information about the customer, then it’s up to you to try and begin a conversation. It’s a good job that I’m a bit of a chatterbox.
You do need the right kind of attitude, but it’s only ever about offering something of genuine benefit, so if they can give you a bit of time then we can really help. If they decline, but I see that I really could save them money, I try to arrange to call them at a better time.
Listen very carefully
The entire job is about properly listening to people, putting yourself in their shoes. It’s no good trying to sell them what you need to reach a target, if it’s not good for them. If you listen to every customer, you’ll easily find enough people to reach your target.
When you listen, and find the right solution, customers will thank you, and you can see it’s genuine. Sometimes you can see real relief for instance if a customer has lost a credit card. We’ve had times when customers have brought us presents for helping them. Our managers recognise our efforts too. There are emails that go round to celebrate good work. When we’ve done really well we’ll get vouchers, chocs, or a bottle of wine, or if we’ve put extra time in, get that back in lieu. It all makes you feel really valued and respected.
Working here
If anyone asked me about working here I’d tell them that I really enjoy it, and I know I can move up too. I’d like to move in to mortgages eventually, but not just yet. I’m enjoying what I’m doing too much. I’d also tell them that it’s a happy place to work. There’s a great atmosphere, and because of the variety you’ll stay busy all day. What I like the best is that I can show a bit of my personality, and express my self. Oh, and I like finishing at 2pm on Saturday too…
