Marketing Operations Executive (Formerly Senior Cusotmer Service Executive) Review

Marketing Operations for The AA Roadside. My role supports two teams; Invites (invitation to annually renew) and Lapse, Winback and Retention (when the customer is identified as 'at risk' of not renewing, we will start looking at a call to action, to encourage them to have a conversation with the call centre first). I also oversee apology mailings. Where we have a system error which causes a problem for the customer (e.g - duplicate payments being taken, mistakes in letters or the customer not being given the correct information), I will look at what system this has come from, raise it on a risk register, liase with compliance on the necessary response and draft the mailing accordingly. We then request a data extraction for those particular customers impacted and map the letter accordingly. This then goes to the mailhouse for proofs and distribution.

When I started my role here a year and a half ago, I worked in Customer Service and then went on to cover a maternity contract, managing a team of 4. I learned lots from our Systems Specialist about the OverSEER database and why some errors would occur and what that meant for the customer. I also self taught SAP, the invoicing system we use to generate the renewal invoices, with some support from the Credit Control team. I also learned how to generate certificates on the mac and the process for printing them in bulk. I found how to raise invoices outside the system, raise full and partial credits and refunds. I met all the assessors and researched all the assessment criteria for the star ratings. Generally needed to multi task, as did my job and apprenticeship while being on the phones of a busy customer service line. Since coming down to Marketing Operations, I have learnt lots more (in only 2 weeks!). The work is much more complex and even though I am not working on the front line with the customer as before, what I'm doing for the customer now is far more important. I am learning 2 new systems, CATHIE and TIARA, as well as our internal IT service request system. I am also learning how to use Gateway (our Marketing platform where proposed letters are reviewed by compliance). I also use Skype for business much more, as my team are located all over the country, mainly in London and Newcastle. I have also now finally been signposted to all the relevant policies, given a laptop and a work phone, giving me the freedom to work from home sometimes.

I really enjoy seeing the Catch 22 Team. The tutor changed over half way through and it was dealt with really well. They reply to my emails quickly and always push for that little bit more from me on my answers in assessments. Moving role has given me lots to write about and when I look back on my diary entries, I am really proud of all the customers I have helped and what I have achieved so far. I think every person should have the facility to log what they have done day to day, just as a reminder of the difference they make. They could then download it and take it to their PDR, because its easy to forget how much you do!

My programme is new, so everyone is still getting to grips with it. The assessment criteria are really relevant and gives me scope to go in to lots of detail. It's good to be able to add attachments and know it is safe and confidential. I work fast and having been to university and used various portals/systems already, I found my way around onedrive and was ahead fairly quickly. It would be good to have work marked as I do it and new work set, rather than having to slow myself down because I'm completing the course too quickly! Skype for business meetings with screenshare would also be a really good training material and would mean the tutors could have weekly/biweekly/monthly contact with candidates, without having to use the mileage! (except for observations, obviously!).

This is a tough one to rate, as I have moved since I started. In my old role it was difficult to dedicate time and attention to this. They couldn't provide a laptop and we didn't have the resource for me to be logged out of my phone for an afternoon to complete outstanding work. I was sadly firefighting most of the time, as opposed to learning anything new. I did see lots of opportunities to develop and asked about: - Tourism South East's Welcome to Excellence Course - Shadowing and Hotel Assessment - Attending The Independent Hotel Show - Attending any of the Be My Guest Roadshows - Helping at The AA Hotel Services Hospitality Awards. Sadly, all of these were rejected, mainly due to budget/resource restraints. Since coming to my new role, it is a very different experience. I have two 1-2-1 sessions with my Manager a week (Tue and Thur) who I take through my work and ask any advise. I have had lots and support and training, including: - introduction to systems - AA 'Tone of Voice' training - introduction to Thunderhead - 'Road' Away Day to London - Various Skype introductions. I will also be going to Cheadle for some call listening and out on the road with a patrol.

Catch 22 were really disappointed when my Maternity cover didn't turn into an equivalent role and were sorry to hear I would have to leave if they couldn't match the salary, especially when they had made a commitment to develop me. We put a plan in place to complete the course before my cover ended in April 2019, so I would still benefit from the qualification. Luckily I had the skills another department were looking for and was picked up before my salary dropped back from 24k to 19k. Catch 22 were thrilled and I'm catching up with my tutor next week to take her through my new job.

My course helps me with my job, by making me think about the bigger picture in everything I do. When I am faced with a problem, I am thinking straight away about how I can link it back to an assessment criteria and what the wider considerations are, such as: - how did this issue happen - what is the root cause and learning from this issue - how will this impact on the business - is our action the best outcome for the customer - do compliance need to be told and does it need to go on a risk register - what could we be doing better - what can we put in place to make sure this doesn't happen next time - have we communicated with everyone we need to (internally and externally). It also helps me look back on my career and reflect. Sometimes this is good, sometimes it highlights situations I could have dealt with differently.

It varies department to department, some are more engaged than others. Our team goes for regular drinks and curries. In my old team we used to occasionally go for breakfast on a Friday morning. There is a group which goes out for running at lunchtimes and there are raffles and events to raise money for our nominated charity Pink Place.

Yes

It REALLY depends on the department, but the pension is good, the people are nice and there are lots of opportunities to move around within the organisation. It's a well known and trusted brand which I can see changing lots over the next few years with the evolution of electric cars etc.

Be yourself. For the most part, this organisation is about the people and that's what they're looking for. The AA is well known for investing in it's staff, so even if you are just using it as a stop gap, it's a good place to come from.