This month, Tracey Clark, Contact Centre Manager, celebrates 20 years at Magna. We caught up with her to find out what she loves about working at Magna and the work she’s been involved in over the years.
“I relocated to Weymouth when I was 24 and was looking for a new career path. I’ve always admired people who know what they want as a career but I never really did. I was offered some temporary work for Magna Housing within the maintenance services team, which I accepted. I turned up one Monday morning not really knowing what to expect and that two week temp job has turned into a 20 year amazing work journey for me!
“Working for Magna has given me so many opportunities to grow and develop my skills. Starting as an administrator, I then moved on to working with a skilled workforce managing their daily work schedules. I was allowed to be creative and innovative, which is a real driver for me. I think my ability to embrace change, positivity and problem-solving skills is what led me to my next role, Customer Contact Centre Manager. I was tasked with creating and managing a repairs orientated customer contact centre. I had a mass of knowledge of repairs and planned maintenance and prided myself on having fantastic customer service skills, but I had no experience of running a call centre, but I’m never one to be defeated! I’m proud to say, that with the help of great colleagues, we made it work.
“Then came the next chapter in my life - my two sons. I was away from work for 18 months having the best time being just mum. When it was time to go back I went to a new role, Operations Manager, with the responsibility of Magna’s fleet of vehicles. Now I can’t say transit vans are my passion but I really enjoyed the challenge and was able to gain knowledge in procurement. I was also lucky enough to be able to work hours that still let me spend time with my boys.
“A few years later, Magna brought gas servicing in-house with their own gas team. Using my extensive knowledge of Magna’s IT solutions, I ran a successful project that involved using our current systems to be able to book and manage gas servicing appointments ensuring that Magna was always compliant.
“I then moved team, to work on service transformation, helping to build, implement and carry out training on Magna’s new housing system. This really allowed me to use my knowledge of the overall business and put my customer experience hat on.
“So, with Magna’s transformation, came a new opportunity for me. I was asked to create a new Customer Contact Centre, but this time it would be a one-stop shop for all customer enquiries, not just repairs. So at the start of the pandemic, whilst working at home with a new housing system, myself and my team created a customer contact centre that is engaged, knowledgeable and most of all completely customer-obsessed. I absolutely love working within the busy contact centre environment and being able to make such an impact on our customers’ experience is something I am really passionate about. My next opportunity to grow new knowledge will be as we move towards a digital omnichannel experience for our customers. Which is very exciting.
“Magna has become a dynamic, forward-thinking company that enables colleagues to flourish. There are so many great opportunities within #TeamMagna and flexible working gives me a fantastic home/work-life balance allowing me to have a great career but also still spend quality time with my family.”
At Magna, our ambition is to be a great place to work where talented and ambitious people enjoy rewarding and fulfilling careers in an inspirational environment. Tracey is a shining example of this, having had a long and varied career with Magna, whilst enjoying a work-life balance and raising a family.
How we work is modern, flexible and collaborative. We have the digital technology that allows us to work anywhere, at any time, with many of our colleagues now working from home. We come together to collaborate. We’re constantly evolving, making sure all our colleagues have the best tools for the job they do.
If you’d like to join #TeamMagna, visit our careers page.
#TeamMagna #InternationalWomensDay #GreatPlaceToWork