Nicki Fraser is our Head of Customer Service, who has been with Westland Milk Products (Westland) for three years. We asked Nicki some questions and she shares her insights on leading a highly engaged team, exciting new innovations like the upcoming Customer Relationship Management (CRM) system, and the importance of building strong, lasting relationships with customers. Get to know more about Nicki’s approach to customer service and a few fun personal highlights below.

How long have you been with Westland, and what do you enjoy most about your job? I’ve been at Westland for 3 years this month. I’ve enjoyed drawing on my experience to develop a highly engaged team who genuinely care about giving the best possible service to our customers. Together with my team leaders, I believe we’ve created a really positive culture within our department, and I’ve led several improvement projects, enabling the team to work more efficiently, and in turn, make their roles more rewarding.

What upcoming products or innovations are you most excited to share with our customers? We will soon be implementing a CRM system which will allow for greater transparency across the sales and customer experience team, adding context to some of the communication and transactions. The CRM system will also feature a customer feedback function allowing us to gather valuable feedback from our customers to further improve our service and strengthen our relationship with them.

How do you ensure that customers receive the best possible service? Equip the team with the tools to do the job and always look for more efficient and rewarding ways to do things. We also work hard to collaborate with key departments across the business to ensure the customer’s needs are understood and met.

What do you believe is the key to building strong, lasting relationships with our customers? Timely communication is vital, which, given the time zone we operate in, is often via email so it needs to be clear. The team also love to build rapport with their customers and so, if workload permits, we try to maintain consistent support for each customer to allow for a deeper understanding.

If you could travel anywhere in the world right now, where would you go? I’ve recently returned from a trip back home to the UK and tagged on a week in Greece which didn’t feel long enough, so I’d go back to Crete and spend longer there (but only if I could magically skip the 20+ hr flight).

What’s the most memorable concert or event you’ve ever attended? A long-time fan, I was lucky enough to see George Michael live several times, but his concert at the Royal Albert Hall backed by the London Symphony Orchestra was really special, although we were in the cheap seats at the top and nearly passed out due to the heat!

Want to chat more to Nicki? Get in touch with her today.

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