Profile: Sonia Danielewski, BUPA Australia
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Sonia Danielewski
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What do you do?
My current role is as Team Leader of the HBA General Insurance Contact Centre team. My team handles inbound enquiries from existing and prospective customers as well as responding to requests made via the internet.
In my role, I am responsible for the coaching and development of my team so that they have all the necessary skills to complete their jobs to HBA expectations. I also ensure that the team members have the tools and support required to deliver exceptional customer service to our members and I liaise with both internal and external customers to ensure that we can accommodate any requests or changes that may be required in the department.
What results are expected in your position?
My results are generally taken from the team results. All team members have a target number of calls that they should be answering on an hourly basis to service our customers efficiently, and while answering these calls they have a standard of call-quality that they are expected to meet.
I am also measured on their skills and ability to meet their targets, which include both sales and conversion targets for new business. I am also expected to meet with each team member on a fortnightly basis and am measured on an annual basis for the satisfaction they have achieved in their roles, the way they are managed and their perceptions of the wider business.
What has been your biggest career highlight to date?
I was recently presented with a Quarterly Excellence Award for a project that I completed to assist my team with their sales techniques. As well as receiving business wide recognition, I was sent to London to attend the Annual Award Ceremony at the Royal Opera House and was able to meet other award winners from throughout the worldwide BUPA business.
What is the best and worst thing about your job?
I really enjoy every aspect of my role. I have a team of fantastic people that are focussed on our customers and it gives me a great deal of personal satisfaction when I am able to help them achieve the best results they can within their roles.
The biggest challenge that I face is finding a balance between the requests that my team make and the needs of the business.
Any tips on how to get and stay ahead?
My approach to my job has always been to focus on doing my current role to the best of my ability. I have aimed to get the best results possible in the role I am in and have found that this always leads to new skills. I aim to listen to and incorporate all the feedback that I receive, particularly that given by my staff. They are the best indicators of how well I am doing my job.
How do you encourage loyalty with your staff and clients?
I think a little empathy goes a long way. If I can understand where an individual is coming from and the challenges that they face, then I am better equipped to look after them and grow their loyalty. I also think you have to celebrate successes and thank people for their commitment. A little recognition has lasting effects.
What do you think employees want from their employer?
I think employees want to be heard. They want an outlet where they can speak in confidence and know that if positive changes can be made, they will be. They want to feel appreciated by their employer, no matter what role they are in and they want to know that their employer has the same values that they do, as individuals.
What does your company do for its staff that you feel is different from what other companies provide?
BUPA Australia is very open and transparent in the decisions that the company makes and this gives employees confidence in the direction it takes. There are constant reminders that the customers and employees are always considered in every decision and this in itself makes employees feel valued and appreciated.
What are the biggest human capital issues your industry is dealing with? …and what should be done about them?
We face the same issues that all employers are currently facing particularly in relation to finding new employees that are suitable for the roles available. Generation Y is changing the sorts of demands that the desired employees make of a business, and while we might be offering a competitive package for remuneration, we also need to be smart in the other things that we offer.
If we are going to be a place where people want to work, we also need to make things like flexible work options and further education readily available as well. In addition to this, we try to retain as many of our current skilled people as possible and therefore reduce the need for recruitment.
