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Contact Centre Management

People Profile

Laura James

Key Accounts Team Manager

“I lead 15 inbound Key Accounts Agents, working with them as a team and on a one-to-one basis. This involves coaching sales, encouraging their development and assisting with calls and queries. As the Inbound Team Manager, I also liaise with the business services team at Head Office, communicating with the Account Managers and resolving any issues.

I started off at Screwfix as an inbound call agent and then progressed to the outbound team. I was then accepted onto the First Steps to Management development programme. This gave me the tools to get promoted to a Team Manager in August 2013.

Screwfix is like one big family – I love it. Everyone knows each other and looks out for each other. And the atmosphere in the Contact Centre is brilliant and friendly. You’re given opportunities to do something you love and if you want to try something different, people embrace it and allow you to go for it rather than just saying no.”