We are delighted at the rapid progress Naomi has made over the last 2 years since joining FRM. Starting in an operational role, Naomi’s natural skills with customers led to her joining the Customer Service Team and she has never looked back. Successfully completing the 24 month course in only 18 months with Distinction, the whole FRM team are proud of what is a fantastic achievement.
The qualification has helped Naomi further develop her specialist set of skills, knowledge and behaviour that she can directly apply to her role. All her course work was completed in addition to and as part of Naomi’s daily responsibilities with regular assessments with her advisor.
Customer Service Manager, Claire Cookman says “Completing this qualification cements what I and FRM already knew which is that Naomi embodies everything that is customer focused. This has only strengthened her skills and knowledge that she uses in her day to day role. Naomi is on track to become a fantastic Team Leader or Customer Service Manager.”
The course focused on different styles of customer service and complaints handling, and how to best communicate in different types of environments such as call centres and web based businesses. In addition Naomi was tasked with understanding the correct escalation of issues and complaints and how to share that information with teams, colleagues and stakeholders within the business. Naomi was set three objectives by Claire to complete by the end of her course two of which have already been implemented into day to day customer service procedures. The first was for Naomi to create a central method by which all the team can log and monitor complaints so that the business can identify trends and types of complaint and so prevent reoccurrence. The second task completed and implemented was for Naomi to put together a new best practice manual for new starters. The final challenge for Naomi was to focus upon a customer, identify any specific issues they may have and analyse the data so that she could advise how we might change systems and procedures and thus further improve service levels. This gave the whole team a new perspective of how the business can improve our service to all of the FRM customer base.
Naomi’s achievement is a fantastic example of the value and importance we place upon training and development at FRM and how new skills can be positively applied to the workplace. Well done Naomi from all of the team and keep up the good work.