From calls to contracts: How Customer Service skills opened new doors for Harry

For Harry, leaving college with no set career path has led to an unexpected adventure across multiple teams – and ultimately to his dream role as a Partnership Manager.

During National Customer Service Week, we caught up with Harry to discover how his customer service skills became the foundation for exploring different areas of business. Here's how he turned uncertainty into opportunity.
 

1. What drew you to customer service?

I left college without really knowing what I wanted to do career-wise, so I went straight into work and found my purpose in customer service. The social aspect and problem-solving were the main draws for me. I loved that each day was different – every day brought different queries and challenges that kept me on my toes!

2. How did you move from customer service to partnerships?

Working in customer service meant I already worked closely with the partnership team. My appetite for problem-solving led me into customer experience, handling escalations and complaints. I built relationships with the partnership team and was able to shadow their meetings, which helped me understand the role better.

3. Which skills transferred between roles?

Relationship building, problem-solving, active listening, and data analysis are skills I use in every role. Active listening might sound basic, but it's absolutely fundamental to effective customer service and something I rely on every day.

4. How does customer experience help with partnerships?

At the heart of both roles is understanding people. Whether you're supporting a customer or working with a client, it's all about building trust, listening well, and working to meet their needs.

5. What does your day look like now?

It's a mix of client meetings, change discussions, escalations, and problem-solving sessions. We keep a strategic eye on what's coming up and what's happening right now – so no day is ever the same!

6. What advice would you give newcomers?

Get stuck in! Show you're enthusiastic and keen to learn. My enthusiasm helped me discover my passion for delivering excellent customer service and shaped my entire career direction.

7. What's your favourite thing about your job?

The fact that no two days are the same – there's always something happening! I love the problem-solving aspect and working with colleagues and clients to achieve shared goals.