Posted: May 16, 2024 By Kieran Darmody

A Day in the Life of a Customer Feedback Associate with Felicity Crudge

Felicity Crudge, Customer Feedback Associate at Liberis shares what a 'day in the life' looks like.

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What’s your name and what do you do at Liberis and where in the world do you work?

Hi – my name’s Felicity and I work in the London office at Liberis. I’ve been at Liberis for almost 9 months as the Customer Feedback Associate. This was a new, global role which has provided me with the chance to really grow the function. Every week I find that I’m taking on new responsibilities and tasks, so the past 9 months have been really engaging and exciting. I spend a lot of time collaborating with various teams throughout the business and ensuring that we’re constantly improving and evolving, so we can continue to provide an excellent service.

From the moment you wake up in the morning, what do you look forward to for the day ahead? 

If it’s an office day I look forward to seeing my colleagues and collaborating with them on various projects and initiatives. I also always look forward to 121s with my manager Hanna, who is an excellent soundboard for my ideas and provides inspired suggestions for where we could take the team and the function. Ooh and reading my book on the tube journey there! The best way to start and end every day.

Describe a typical day for you in your role. 

Every day differs for me based on the varying complaints and feedback we receive, which is one of the best things about the role. On a typical day, I start by reviewing my to-do list and checking for any new complaints in the inbox. I’ll then work my way through my tasks in order of priority, ensuring that all timeframes are adhered to and that we’re providing timely responses. I’ll also escalate any feedback from our merchants internally to ensure that we’re continuing to provide a supportive, outstanding service. I listen to a lot of calls with our merchants, which provide a really personal insight into their thoughts about our service and our product. I also have meetings with various departments to discuss feedback initiatives and process improvements or provide updates on any active complaints.

What advice would you give a colleague whose just joined your team? 

There’s no such thing as a stupid question! I know I asked about a million questions a day when I first started, and I want to encourage anyone who joins my team to do the same! Everyone at Liberis is always willing to help, even when they’re in the middle of complex tasks, and having discussions with colleagues is the best way to learn. I would also say that patience and self-belief are key, there’s a lot to learn, but it’ll all become second nature in no time, and there’s nothing more rewarding than realising you understand and can explain a process that seemed really confusing in the beginning.

Are you office based, remote or hybrid? What are the pros and cons, if any? 

I’m hybrid, working 3 days in the London office. I absolutely love the opportunity to work in the office as I find it’s the best way to collaborate with other teams and bounce ideas off each other. Everyone at Liberis is so friendly, and sometimes the odd conversation at the coffee machine (where I’m frequently found grabbing a cup of peppermint tea) can spark some really meaningful projects. However, hybrid work suits my role really well because I can have two days of quiet focus work a week, which is helpful when handling sensitive conversations with our customers, or when I’m dealing with a complex investigation.

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