Focus on... Samantha Courtney
In the first of a new series of blogs, we look at the people who make Vibrant work. In our first one, we talk to Vibrant’s Head of Customer Excellence, Samantha Courtney.
What’s your role at Vibrant?
I’m the Head of Customer Excellence, which means that I am responsible for the customer-facing teams in our office – so the diary management, scheduling and QA teams. I started as the QA manager, as I have a background in Quality Assurance, making sure that the team were sending back reports to the standard that our customers demand. I then took on the customer service and complaints department, and now manage the scheduling and inbound teams as well.
I love getting teams to work together effectively for the benefit of the customer, creating a real team ethos that raises standards and delivers excellence. Making sure that the customer is happy with our service is what drives me every day.
Where did you work before?
I spent ten years at British Gas, mostly as the Compliance Manager, I then moved to Tesco to be a Departmental Manager for 2 years before coming to Vibrant in August 2016.
Why were you attracted to working at Vibrant?
I knew I wanted to get back into quality assurance, as this was what I really enjoyed, but when I had never heard of Vibrant when the role came up! It was as I researched the business and found out more about it that I became really interested, and once I had met the people I really wanted to work here.
What do you like most about working here?
The people! We’re a great team at Vibrant – everyone from the senior management down is always willing to listen, help and take ideas on board, and that creates really good morale. We’re also great at recognising people for doing a good job, and seeing my team being rewarded for going the extra mile to delight our customers is fantastic.
Not really – my role has changed a lot in the relatively short time I’ve been here, and every day is a different challenge so there’s really no time to get bored or stale at all.
Tell us something about yourself that we might not expect.
I was a professional Latin American dancer for 18 years, I have danced at the iconic Blackpool Tower Ballroom (well known to Strictly fans!) I also speak fluent Welsh.