Life at GBG with our Helpdesk Manager - Vicki Thornton
In the next instalment of our blog series featuring our talented team members around the globe, we look at a day in the life of our UK-based Helpdesk Manager, Vicki Thornton.
I joined GBG straight from studying, having graduated from the University of Liverpool with a postgraduate diploma in Information Systems in 2002. I spent time in various positions within the GBG Datacare team, which helps businesses cleanse and enhance their customer data prior to using it in marketing campaigns.
In 2012 I became Helpdesk Manager, and I’ve now been in that role for the better part of 6 years.
My days are varied and there are a number of tasks and responsibilities that build up my schedule. On a typical day I might be running a mentoring session for budding team leaders, reviewing CVs and interviewing prospective hires (we’re currently looking for a Helpdesk and Web Support Specialist, based in Chester, UK) or running project management tasks.
A big part of my role is to define the team strategy, ensuring that our work always ultimately adds value to our customers. I do this by spending a lot of one-on-one time with team members and maintain close ties with other departments. I get to work with and learn from many talented people around the business. It’s a part of the role I really enjoy!
In the helpdesk team, we’re uniquely placed to gain insight from our customers and feed it back to the rest of the company. We constantly work to improve the customer experience. GBG’s culture is built around its people, and the way we treat each other filters through to the way our customers see us. It was great to see our recent customer satisfaction scores, as customers really believe we’re improving.
I’ve been with GBG for 15 years now, and the reason I’ve stayed is because there are always opportunities to learn and grow. The company is expanding rapidly and new challenges emerge just as quickly, presenting chances to develop and apply new skills. I also love being help to help other team members with their own development and watch their confidence and aptitude grow.