Profile: George Markovski, Pillar Administration

George Markovski
Senior Customer Service Officer
Pillar Administration

Number of years in role: 4½ years

Number of staff / seats:  70

What do you do?
I am a Senior Customer Service Officer for Pillar Administration’s inbound Contact Centre. I have the support of a fantastic team of Customer Service Officers and the guidance of management to make my job easier.

Describe a typical work day.
I like to get to work early to review our results and how we performed the day before, then organise and plan my day based on priorities. My typical workday revolves around supporting and developing staff through coaching and quality listening sessions. I also follow up more complex matters that need resolution for our fund members - I find offering solutions very satisfying.

What results are expected in your position?
I have 5 official KPIs that I need to meet. These centre on Coaching Staff, Quality Listening, Resolution of Escalated Calls, Meeting with Peer Areas to Discuss Process Improvement and Completing Training Needs Analysis.

Unofficially, I also need to be a political diffuser, a photocopy technician, telephone handset repairman, social worker, conflict negotiator and a part time social advisor!

How did you get here? What has been your career path?
Initially when I left school I went to University and started a Bachelor of Education which I completed in 1994. I then worked in the Finance and Insurance Industry for 5 years managing a branch with $6 million in receivables before moving into Superannuation and joining Pillar Administration (formerly SAC) Contact Centre in 2001.

What's your career highlight?
I like to think my career highlights are linked to individuals in my team achieving their KPI’s/goals and developing their skills – I find this really satisfying.

Definitely winning the NSW 'Champion of the Year' 2005 at this year’s ATA Awards ranks up there, but to be honest it is seeing the fruits of my labour through even the smallest achievement that really gives me a buzz.

What's the most unusual thing that's happened to you at work?
When I worked in Finance and Insurance I was also responsible for debt collection. Upon visiting a client who had an account in arrears I was chased by a Doberman pincher and just managed to close the gate of the yard before it 'nipped' me.   And if you’re wondering if I got the money? No I didn’t.

What's the best and worst thing about your job?
I like that every day is different and I like unpredictability. I enjoy working in a fast paced industry and interacting with members and coaching staff.   I enjoy helping people and find this really satisfying.

(Smiling) The least enjoyable is probably getting through a high volume of emails.

How important is it to plan your career? Have you?
Having a long term plan and a short term plan is very important in realising your goals. I have found that having a constant reminder of my goals has helped me to stay focussed, and on track with my career. I am a firm believer in taking on board opportunities that come your way, and having a constant reminder of my goals helps me to choose the right opportunities.

What did you want to be when you grew up?
Wealthy!

As a young boy, I remember that I wanted to be the first doctor with a Law degree to fly with NASA, and then return back to my mansion, formerly owned by Hugh!

What is your dream job?
Of course I know here is the part where I say I love my own job, and I do….but….. I must say that being a reporter for “Getaway” or having a role with no pressure, plenty of tax free dollars, a high profile, and kudos while at the same time maintaining my privacy is something that I am ready to jump into…..if you’re offering that of course!

What is the most important factor in a successful career?
I think that there are a lot of factors- the most important being integrity as well as dedication You can achieve very little if you don't have drive for what you do so its important that you are in a career that you are passionate about- the rest will happen in time.

Any tips on how to get and stay ahead?
Run with any opportunities that present themselves be it a change to your current role, a new project, or taking on additional responsibilities.

How do you maintain balance between your work and personal life?
I am fortunate enough to have interests that I share with my family and friends outside of work. It’s not always easy but I try to switch off and enjoy what I’m doing at the time.

How do you encourage loyalty with your staff and clients?
For staff to be loyal you need to be approachable, use active listening, as well as involve them in the decision making process - some of the best ideas come from your staff and clients. As well as this; always deliver on anything you have promised and try to exceed their expectations.

What are the important qualities required to be a good manager?
A good manager creates a positive and nurturing environment. I always make myself available to my staff, giving people clear goals and expectations and asking for feedback regularly. Being a good coach and trainer is also important - take the time to empower people to achieve their goals - goals that they did not think that they could achieve.

What do you think the biggest issue in your field is - and what should be done about it?

One of the biggest areas in which we are constantly striving to develop is in further understanding caller behaviour. CRM has had both positive and negative impacts in our industry, yet the fundamental principles still apply. By better understanding what drives our callers’ behaviour, we are better able to adjust and deliver a service that will exceed their expectations.

I feel that good management, and building strong communication channels is one area that we are revolutionising our centre in order to drive more efficiencies, and better meet the needs of our callers.

If you could invite five people, living or dead to dinner, who would they be?

• Donald Trump
• Andre Aggassi
• Adam Sandler
• Angelina Jolie
• Oprah

Who has been the biggest influence on your career? And who do you admire the most?
The biggest influence on my career has been my mentors and team leaders in our call centre.

What or who are you incapable of working without?
Our dedicated team of customer service professionals and of course, a phone!

What do you think employees want from their employer? And what does your company do for its staff that you feel is different from what other companies provide?
I believe people want to be treated equally - to be appreciated and acknowledged for their efforts. They want to know where they fit into the big scheme of things and how their job contributes to the overall success of the organisation. They want to be informed about what is happening in the business as well as any changes that may occur.

Pillar is an 'employer of choice' in Wollongong. They are the employer of choice because they support and recognise the efforts of their employees. In our Contact Centre we have a quarterly awards process - which recognises people by acknowledging team and individual performance. Our organisation has many facets that are designed to support a family friendly workplace, and this flexibility shows staff that our company is “on our side”. It is a truly enjoyable company which I am proud to be part of.