As soon as a call comes into our catering equipment division at Stevenage, I am the first point of contact for any and all sales enquiries.
My immediate task is to understand the project requirements of each client so that I am qualified to direct them to a Senior Accounts Manager who can oversee and ensure these expectations.
As a Light Equipment Specialist with over 30 years of experience, 14 of those being at Gratte Brothers, my interaction with clients beyond the enquiry stage revolves around expertly advising, recommending and quoting all light equipment items such as tableware and soft furnishings, as well as the one-off pieces of heavy equipment, needed to fit each client’s individual requirements. Once these key decisions have been made, my job is to process these orders and communicate with our clients to ensure a high-calibre result for each project we undertake.
As Reception Supervisor at our Head Office, my role requires me to be a face and voice for the company. I am the first person that a client, candidate or visitor interacts with when making contact- be it over the phone or in person. This requires me to be constantly informed of everything that is happening and to ensure that everything runs smoothly.
Successfully running the front desk whilst maintaining a high standard of service demands an impressive line-up of hard and soft skills for the ability to think fast and come up with innovative solutions to different challenges – all while reassuring clients, customers and co-workers that they are in the hands of a professional.
Every visitor whether it is a client, candidate or service personnel is important to us. Our aim is make everyone feel welcome and know that their visit or call is important and appreciated.
I am the Helpdesk Supervisor for the Service and Maintenance Division here at Gratte Brothers. My role is to oversee all Planned Preventative Maintenance (PPM) to ensure that everything is carried out and to monitor anything that needs re-planning. I also monitor any reactive items that are logged on the helpdesk, which can consist of callouts from clients or quoted works, which might be instructed by the client or a Contracts Manager. My responsibilities therefore require me to be in regular communication with all parties to ensure all works are completed within a timely manner.
I am also responsible for managing our engineers to ensure that they are onsite for planned maintenance and also callouts. Annual leave and sickness has to be monitored closely to ensure that sufficient cover is in place for all our sites.
The helpdesk is a very busy and demanding role, which keep you on your toes. The job does come with its challenges but it is these challenges, which also make it interesting and what I enjoy most is speaking to so many different people whether they be clients or colleagues.
As the Service Administrator for Gratte Brothers Catering Equipment, no day is the same! On a personal level, I love my role as part of the Service Desk, being the first point of contact to any and all customers & clients who are requiring our assistance, on a daily basis.
It is my responsibility to arrange and schedule our engineers to attend site, to resolve and fix customer issues and ensure a continued service that meets our company standards.
The most important aspect of my role for me is ensuring that every one of our customers feels that their request is being handled professionally and therefore my strengths lie in being resourceful, flexible, willing and able to exceed our customers’ expectations.