Tina, Customer Service Manager, football supporter and festival goer

2017-10-06

Tina, Customer Service Manager, football supporter and festival goer

Meet Tina, customer service manager at SortRefer. Currently, SortRefer is the only conveyancing portal to have a dedicated team of people dealing solely with customer enquiries. We believe it's the reason we can help and assist our clients in the way we currently do.The team are all knowledgeable about the industry we work in, with varying experience and length of service. Not only do they know our industry, they know our brokers, and how to support on cases from instruction to completion, taking away any possible glitches. It's as simple as it sounds.

The opportunity to grow

Tina spent 11 years working at Egg, a former British online bank. She's been in a management role within a number of companies since, which has given her an extensive portfolio of working with teams in different industries. Tina advises that giving people the opportunity to grow is the key to successful management.

Changes in Customer Services

Customer service at SortRefer has seen many changes over the years. More recently though, the team have had a shift in roles from advisers, to telephone account managers. This means that each team member is responsible for supporting a specific region, alongside a regional account manager out on the road. Having a 'joined up approach' is vital, with two dedicated contacts per area working together to achieve one common goal.

Tina says:

"We wanted to give our users a personalised experience. A key contact to get in touch with about issues from cases to communication problems. We've also implemented changes to become more proactive with case tracking. So, if we spot any problems, we can amend them there and then, sometimes without the broker even knowing we've intervened. At SortRefer we're all about building relationships and providing a friendly yet professional service to all of the brokers that use us daily. With the change of advisers to TAMs we've already seen excellent results and received great feedback from our users."

Regarding industry knowledge, three team members are currently studying for a CeMap qualification. Tina notes how the company invest in learning and with every day being a school day, employees studying for qualifications are given time during the working day to study and revise.

It's all about Tina Fisher

Here's some things you may not know:

• She is a vegetarian, enjoying anything that is halloumi based
• Tina proudly holds a season ticket for Derby County Football Club, but her partner supports rivals Nottingham Forest
• Music festivals are one of her passions; her favourite was seeing Oasis headline at V festival just before they split up
• She's currently studying for a CeMap qualification alongside two other colleagues
• Tina's claim to fame is her famous cousin, rally driver, Berty Fisher

We've grown lots in the past year and are now looking to expand our customer services team. With lots of growth in the business, we also realise how important it is for each member to thrive at work and grow as people too. With three people currently studying for a professional qualification, it is important to support additional learning. But, there's also lots of fun too! If you need to know more Tina is always free to talk through roles and opportunities.