As the Chief Customer Officer, I am responsible for ensuring our customers have a great experience when interacting with our products and our staff.
My business partner, Declan Hoare, and I, were Executive Directors of Bright People Technologies. Bright was acquired by CV Check in April 2021 and both Declan and I subsequently joined CV Check as Executives. All our staff came too and we, with the CV Check team, have spent the last 18 months working to create something brand new.
I have been extremely fortunate to have taken over a team of people who already have exceptional customer focus and commitment. From those core values it has simply been a matter of hiring team members with the right personal values and training them in the technical elements of our business.
Spend more time on the business not in the business.
The scope of my role is quite broad in that I become involved in a wide range of activities beyond front line customer engagement. Anything which impacts our customers – be it our product interface, our issue resolution process or delivering customer development requirements means I become involved.
At its core, most regulation is designed to protect people and companies, but no-one could accuse compliance management software of sounding sexy! So, the purpose resonates because it describes why we do what we do and making workplaces better and safer sounds like a worthy cause to me.
As I have gotten older, I realise that I did not have work-life balance when I was building my career and I want to ensure I don’t do that to my team. But it feels a little hypocritical responding to this by espousing balance, as I am conscious that many of the team are currently under a lot of pressure due to staffing pressures and the tough labour market, so I would say that the example I am setting is to try to explore all resourcing options to find extra staff and leverage ways to automate our business to relieve the pressure.
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