Customer Experience #InFocus – Emily Holbrook
In the latest installment of our #InFocus series, we speak to Emily Holbrook from the Customer Experience Team to find out more about her key role in Keeping Business Moving for Briggs customers and what she enjoys most about her work!
What is your job role at Briggs?
Customer Experience Specialist (East Region)
How long have you been working at Briggs?
7 years
What does your job role involve?
My job role involves managing our Net Promoter Score (NPS) and engaging in customer feedback. Working with different departments within the business to facilitate the investigation of a customer concern. Support our LTR customers that have 1-5 trucks on site by holding review meetings to make sure they know they have a contact at Briggs should they need any help and to let them know we value their custom. With all this together, the main goal is to keep our customer satisfaction levels to a high standard.
What do you enjoy most about your role?
I enjoy the diversity of the role and how many colleagues it has allowed me to connect with. I also enjoy knowing I have helped a customer out when they need it. Also working as part of a team who you know will support you if you need any help.
What is your proudest moment as part of the team?
I would say when we were awarded the ‘Close the Loop’ award from Customer Gauge for the second year in a row. The team had already won the first award before I joined so to be part of the team winning the award for the second time was great! We accepted the award over a teams call, and we had our managing director join us for this which was definitely a highlight.
What is your biggest achievement as part of the team?
For me it would be building up the relationships with my customers, building on my knowledge of the business and with that my confidence. Each day is different in this role and being able to take on new challenges and working my way through them is a great feeling of accomplishment.
How do you see our Customer Experience service evolving moving forward?
Currently we have our Customer Experience team, but I can see, moving forward, an integration into every department taking on board the importance of the Customer Experience so that everyone can feel responsible for playing their own part along the customers journey, to make sure each of our customers receive the best experience possible. I think as the business continues to make the worthy investment into Customer Experience, I can only see our team and mission expanding!
What’s your favourite film?
It’s a choice between 2, School of Rock and Coraline 😊
Favourite meal?
I love food so this is a hard one. I would say any kind of pasta dish 😋
Favourite Musician?
I have stages where I go between who I like listening to, but one of my all-time faves would be a band called Enter Shikari 🤘
What’s the best piece of advice you’ve ever received?
I’ve heard lots of great advice in my life but some of the best advice that has stuck with me are a few sentences from the book ‘The boy, the mole, the fox and the horse’, such as:
‘What is the bravest thing you’ve ever said?’ asked the boy. ‘Help’, said the horse.
‘What do you think is the biggest waste of time?’ ‘Comparing yourself to others’.