My career at Novacroft
I really feel like I support this business, because, myself, I’ve been given opportunity and supported…I wouldn’t be able to do the things I can do now if it weren’t for this job.
What was it like joining Novacroft?
It was different. I’ve worked as a hotel assistant manager, as a retail assistant and as a childminder. I hadn’t been in an office environment before, but within my first week I knew I needed to stay – after years of standing, I needed to sit! No, seriously, I wanted to do something different, and I could see straight away that I was going to get that opportunity here. I’m not afraid to mention that I have dyslexia, and that I’ve been knocked down before, but here my experience was looked at and they recognised that I had a lot to give.
How has your career progressed?
I started working on the TfL projects, as a lot of people do. Now I’m fully skilled. I’ve taken external exams so that I can specialise, like the Certificate of Rail Agent Competency (CORAC) qualification to be able to give rail travel advice for our clients. I’m the only contact centre member who’s worked on calls, customer relations, done floor-walking and real-time, spent time in production, and training too. Training’s my favourite. I like helping people.
What keeps you at Novacroft?
Well. There’s a loyalty to this place. The Justin of 2011 is not the Justin of 2016. If you asked the 2011 me to write an email to a customer, I couldn’t have done it, not to the standard it should be. Now I can construct that kind of communication and I’ve worked in customer relations, on the writing side. Something I never thought I’d be able to say. Having dyslexia is why some things come harder to me, and it was recognised late. I don’t use that as an excuse, but I’d got used to cracking on and adapting, I found ways to cope. But here I’ve had the support I needed. That’s down to Team Managers like Christine and Jordan, our Customer Experience Manager Dave and our trainer, Dan – I want to name them. I’ve learnt such a lot. Their advice and support has been so important to me. I wouldn’t be able to do the things I can do now if it weren’t for this job. There are frustrations in any role, but you’re onto something special here. I want to be part of things. Like the Dyslexia Roundtable – that’s something amazing for me, to have a CEO acknowledging the frustrations of dyslexia, and doing something about it. I really feel like I support this business, because, myself, I’ve been given opportunity and supported.
What’s next for you at Novacroft?
That’s the great joy of this place. I just don’t know. When I started I never thought a customer relations role was possible, but it has been. I’ve gained confidence. Ultimately I’d like to be in a more supporting role, using what I’ve learnt to help the business grow. Like I said, I enjoy training – I like to share what I know, and I’m hoping to do more of that. There’s more I have to give!