Equals employees Customer Service

The impact of a role in Customer Services: Our employees' journeys

Euan Robb
Euan Robb 08 July 2022

Great customer service is a crucial part of what you receive with an Equals Money account, and our team is one of the best around. Equals Money is the perfect place to start a long-lasting career in Customer Services, in an environment with plenty of opportunities for both personal and professional growth, or it can even serve as an entrance to the rest of the business.

Read on to hear from the people of Equals who started their journey working in Customer Services. Our employees share how the experience has impacted them, from the lessons learned to how they have progressed in their careers since.

Interested in joining a welcoming and dynamic team like Customer Services?

Work with us

Mike Hughes - Onboarding Manager

EM_Customer Success_Testimonial_Mike-1

What are some valuable lessons you learned working in Customer Services?

Joining Equals back in 2011, I started within Customer Services where I found myself working in a fast-paced environment and alongside great colleagues.

The lessons learned during the early stages of my career in Customer Services have helped me get to where I am now. I think the most valuable of which is how to effectively deal with such a variety of other teams and customers alike. This has allowed me to provide great service and prosper from the experience.

How has starting out in CS influenced the work you do now?

Starting out in Customer Services, the demonstration of your work ethic and the effort you put in really gets both noticed and rewarded. You feel great when helping a customer and by extension, helping the company grow. It’s made me realise how important it is to make an impactful first impression and be dedicated to what you do.

How has Equals supported you in your career progression?

Equals has helped with my career progression since day one, with it being clear that staff can progress outside their own department and pursue opportunities across the company.

Help and guidance are always available, with experienced members of staff and management always happy to assist with the more complex aspects of the business and how they relate to the work I do. I find this key for my own development and understanding.

 

Annie Ferreira - Training and Development Lead

EM_Customer Success_Testimonial_Annie-1

What are some valuable lessons you learned working in Customer Services?

From my time working in Customer Services, I’ve learned to be more kind, caring and compassionate. Now I can take a step into the customer’s shoes and empathise with each situation.

How has starting out in CS influenced the work you do now?

Customer service isn’t only answering the phone and sending emails - it’s so much more.

The development and training I now lead are centred around the skill set I developed while working within the Customer Services team and has in many ways influenced the work I do now.

How has Equals supported you in your career progression?

I’ve had a great amount of support from my colleagues and executive members. Everyone at Equals cares about one another, and this has helped massively when I was trying to understand my own skills and how I wanted my career to progress.

 

Jade Havenga - Assistant Manager Customer Services

EM_Customer Success_Testimonial_Jade-2

What are some valuable lessons you learned working in Customer Services?

In a fast-paced environment where every day is different, you must adapt very quickly from one moment to the next. Therefore, it’s essential to make the most of your time.

I’ve learned both multi-tasking and the ability to work under pressure directly from my time in Customer Services, along with patience, which I believe to be one of the most needed traits to have in this role.

How has starting out in CS influenced the work you do now?

I first started out as a Customer Services Advisor and have worked my way up to Assistant Manager in Customer Services. Without the experience I gained as an advisor, I wouldn’t have had the knowledge or confidence to bring forward new ideas, raise concerns, or ultimately lead the team.

I can empathise with my team as I have been in their position. I understand how hard it can be sometimes, and I believe that this has helped me to be a better leader as I can lead by example.

How has Equals supported you in your career progression?

Equals has been a huge support to me during my time here. Without the support of my managers, I wouldn’t have the confidence to perform in the role I’m now in. I’ve been enrolled into a management course and been provided with new tools and techniques. All of which have taught me that it’s okay to make mistakes as they help you grow, as does dealing with new situations outside of your comfort zone.

I can't emphasise enough how supported I have felt by Equals and how much I’ve grown as a person due to them.

 

Lee Rowles - DPO and Compliance Manager

EM_Customer Success_Testimonial_Lee-1

What are some valuable lessons you learned working in Customer Services?

Being on the "front lines", so to speak, allowed me to better understand the customer’s perspective. I was able to walk in their shoes and by doing so, fully empathise with whatever their issue was, no matter how big or small.

I think of this every day within my work and take it into consideration with every decision I make.

How has starting out in CS influenced the work you do now?

Customer Services made me realise the value people hold over their personal data and how they were entrusting us with such important pieces of their lives. This is at the forefront of my mind whenever making a decision related to keeping this information safe, as well as ensuring we follow all legal and regulatory requirements when doing so.

How has Equals supported you in your career progression?

Equals cares deeply about promoting from within, shown by the opportunities provided to me. The company saw my potential and helped nurture my strengths with training and development. I’m now in a position where I feel that I can make a positive difference for both the company and customers.

 

Rosa Dods - Head of Fraud

EM_Customer Success_Testimonial_Rosa-1

What are some valuable lessons you learned working in Customer Services?

In Customer Services, teamwork is so important and this has really become  noticeable in my career at Equals so far. I have learned to solve problems, how to work to deadlines, and most notably, I gained a wealth of knowledge about the financial sector.

How has starting out in CS influenced the work you do now?

Being able to connect with our customers directly really helped me to understand how they use our services. I can now tailor my thinking with them in mind no matter what project I’m working on.

 How has Equals supported you in your career progression?

Equals has absolutely supported me in my career progression, providing training and new opportunities as the company expands. I have been able to work out what areas I’m passionate about and focus on them.

 

Do you think a role in Customer Services might be right for you? Read more to hear about life at Equals and our company culture.

Work with us