Profile: Lynne Anderson, HBF
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Lynne Anderson Number of years in role: 2 (7 years with HBF) |
What do you do?
I manage HBF’s inbound Member Service Centre. We have 110 Member Service Advisers led by eight very caring and dedicated people with a fantastic customer service philosophy.
What results are expected in your position?
We have sales targets and call stats, however our Centre is very people focused, which means that measures around coaching and development are of primary importance. The Team Leaders and I help our people to perform at their best, and in this environment achieving and excelling naturally follows.
What has been your biggest career highlight to date?
Being in this role is a highlight in itself. The job satisfaction is enormous. I really enjoy developing and supporting our people. In fact a highlight was just the other day when a new Team Leader told me how quickly she has felt welcome and that she was privileged to work in such a caring and supportive workplace.
What is the best and worst thing about your job?
The best is definitely the people. The worst is any high call volume period, as I know our people are concerned if we are not meeting service levels.
Any tips on how to get and stay ahead?
Planning is critical. I believe in the saying “forewarned is forearmed”. Provide excellent support, whether it’s coaching, training or systems. Listen to your people and be proactive with their views or concerns; and create a fun, positive workplace.
How do you encourage loyalty with your staff and clients?
There is a high level of respect and regard for each other within the Member Service Centre. This environment and positive attitude flows to our interactions with members, both existing and prospective. As much as possible our people are involved in any changes or decisions that affect their roles. Our people are very dedicated and committed to providing excellent service.
What do you think employees want from their employer?
HBF has a people focused culture. Our employees are surveyed annually to ascertain the level of satisfaction and engagement of our people. It is important that employees know management is listening to them and is interested in their feedback. HBF considers these surveys seriously and ensures that each departmental and people manager develops an action plan to work with their staff to address any concerns raised.
What does your company do for its staff that you feel is different from what other companies provide?
We have a supportive culture and our people are held in high regard starting at Board level. The Board and Management acknowledge that the organisation’s growth is dependant on providing excellent member service consistently. Therefore, our people are given as much opportunity as possible to improve their skills through training, coaching and mentoring in order for them to achieve their potential. HBF with its vision and values displays high community responsiveness. Each year our people select a chosen charity and actively support it through internal fundraising events and voluntary salary deduction.
What are the biggest human capital issues your industry is dealing with? …and what should be done about them?
HBF is committed to internal recruitment and promotion. We always review reasons for turnover and act on them appropriately. Maintaining job satisfaction and morale are definitely key elements. My Team Leaders and I are committed to assisting our people with their career aspirations and goals.