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A Day in the Life: Samantha Wilde, Service Delivery Lead

  • 13th October 2022

Written by Amelia Warburton, Work Experience

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Lula-Tabitha Myra

Co-authored by Lula-Tabitha Myra, Video Production Intern

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We recently caught up with Sam who gave us an insight into what it’s like working as a Service Delivery Lead on the Help Desk at Retail Assist and showed us what it’s really all about. Watch the interview for her top tips, what her average day looks like and to find out about her team of quizzers.

Click here to watch the video

 

Hi Sam! Tell us about your role at Retail Assist and how you got into service delivery?

I got my first job at age 16 in a retail store and stayed there for 9 years managing a small team. I moved on to become a customer services manager and I really found my calling for delivering a good service. I’ve been managing people for over 10 years now and I still draw on all the experience I learnt all that time ago. What attracted me to Retail Assist was the combination of working with clients and managing a team – it’s a really nice balance.

My role now is Service Delivery Lead, the main focus is to ensure my team provide the excellent service to our customers that they’re expecting and deserve. I’m heavily involved in progression too; I train and develop colleagues, starting early in the recruitment process, helping them with the skills and knowledge to progress throughout Retail Assist. Another role of mine is liaising with clients and attending monthly meetings to ensure they are happy with our team’s performance.

 

What’s the best thing about working for Retail Assist?

The people and my team! I love spreading the positivity and motivation, so seeing them develop right from the start, or coming in with experience to grow further and into different roles, is so rewarding. Knowing that my time and effort has allowed their skills to develop is one of the best parts about my job.

My most memorable day at Retail Assist was just as the lockdown was announced and we were given 48 hours’ notice to work from home. It was a real learning curve for us as a leadership team. The strength of our team really showed through as we packed up the offices, it was amazing how we adapted to the huge changes at Retail Assist, and it  brought so much positivity as we worked through it together.

 

Tell us a little more about yourself…

I have got a very active family; my stepdaughters definitely keep me busy! We like to do anything outdoors like going for walks and bike rides in the park, sunshine or rain, for hours on end, getting fresh air and having lots of fun.

My hidden talent is that I’m a bit of a secret quiz master. We have quiz time once a day with my team – it gets them motivated to have 5 minutes away from anything serious. We even have a leaderboard!

 

What are your tips for working on the Help Desk?

Always communicate, work together as a team, support one another, and help where you can. Generally, work hard and always try your best!

 

 Want to find out more about how our Help Desk works? Visit our webpage here.

  • 13th October 2022

Written by Amelia Warburton, Work Experience

Add me on LinkedIn

Lula-Tabitha Myra

Co-authored by Lula-Tabitha Myra, Video Production Intern

Add me on LinkedIn

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