My Kind of Job: Leona Anderson, Firstsource

Leona Anderson discusses her role as Customer Service Advisor with Firstsource.

What’s your job?
I am a Customer Solutions Advisor with Firstsource Solutions in Derry/Londonderry.

How did you get there?
I started off by working in the Broadband tech team and they needed people for the Customer Solutions Team, so I put my name forward and was successful.

Do you have a typical working day?
My working day begins at 7am when I have to get my little girl out of bed, even though it’s the summer holidays. I arrive in work for just after 8am and get logged into all of my systems, so I’m ready to take my first call of the day. Some days differ from others where I may have meetings to attend.

What qualifications do you have?
I have 6 GCSE’s as well as an ECDL (Europe Computer Driving License) text and word processing qualifications as well.
What’s the best thing about your job?
The best thing about my job is meeting new people and interacting with customers every day. I’m also a member of Firstsource’s Inspire Choir, which I really enjoy. We rehearse every week and it really does give you a positive attitude for work. When I miss rehearsals, I always feel a bit flat, so it’s a great initiative to encourage team work and boost your wellbeing.

And the worst?
I don’t really think that there is a ‘worst’ bit of the job if I’m being honest. It’s a great place to work with plenty of opportunity to develop your own career path.

What other skills do you need in your role?
It’s important to not only be a good communicator but also to ensure you are always on top of the latest processing systems. This means you can be of greater help to customers when you need to solve any technical issues or queries that they might have.

What do you think are the greatest challenges/pressures of the job?
As with many customer services based roles, you are expected to reach a certain monthly target in this environment. This brings pressure sometimes but I also thrive in this type of environment.

What advice would you give someone considering a career in your profession?
To be prepared for things to change every day. A contact centre is a fast paced but very exciting environment to work in, so being organised and able to deal with this atmosphere is a big help. Many people don’t realise that there are a lot of opportunities for progression and career development within the company, so I would definitely recommend it!

What did you want to be when you were at school?
When I was at school, I always wanted to be a singer (sad but true!) Perhaps this is why I love being part of the Inspire choir so much. I’m still waiting for my big break to come mind you!

What’s the most common question people ask when they find out what you do?
When people find out what I do, they usually ask me to fix the issues they are having instead of ringing the telephone number themselves.

What would you look for on a CV?
I would look for relevant qualifications and experience.

If you were to interview someone what qualities would you look for?
I haven’t had the opportunity to interview anyone yet but if and when I do, I’d definitely look for a people person and someone who isn’t afraid of new challenges within the workplace.

What would your killer interview question be?
What type of animal would you be and why? There is a little bit of logic to this. If someone for example picks a lion, this could imply that they have natural leadership qualities.

How do you like to relax outside work?
I enjoy spending every minute I can with my little girl. I also love to let my hair down with friends at local karaoke nights and like to spend time away at my caravan.

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