Georgina Bishop and Marc Hutchinson explain their roles in the leading Hull communications company – and why it’s a great place to work
What is your role at Cobus?
Georgina: As customer experience manager (CEM), I oversee and enhance the customer journey to boost satisfaction and loyalty. Each day, I review feedback, monitor CRM interactions and implement customer-centric initiatives. I engage with customers, both current and former, to gather feedback and understand their needs. I prefer face-to-face interactions as they strengthen relationships and provide deeper insights. I also collaborate with the support and sales teams to monitor and analyse our service.
Marc: As customer support manager, I ensure our commitments to customers are upheld to the highest standards.
How would you describe the company culture?
Georgina: I firmly believe there is always room for improvement. External factors can impact employees during the day, and it’s challenging to keep these out of the office. Culture is crucial in my role. A positive office environment directly affects the quality of service we deliver; they are intrinsically linked. I’m confident we have the right team, and with a few more additions, our potential is limitless!
What do you enjoy most about working at this company?
Marc: I enjoy working for a long-standing, established company. The people here are amazing; we share the same goals and are collectively driving Cobus towards further success.
What was your first impression when you started working here?
Georgina: This is a new industry for me, and my role was brand-new to Cobus. I had concerns about learning everything and whether there would be enough for me to do. However, I was quickly put at ease by the welcoming team. There was a lot to start on, but with support and encouragement, I quickly adapted and began making meaningful contributions.
What are the biggest challenges you face in your role?
Georgina: Change can be unsettling. As I said, my role is new to Cobus and to me, and implementing change smoothly, without negative effects, is a challenge.
Marc: The telecoms industry has an extensive variety of technology. Coming from the merchant industry, I noticed similarities, but the vast range of systems in telecoms, from on-premise to cloud-based solutions, was eye-opening.
What are the company’s plans for the future?
Marc: We aim to increase our market share, particularly with the UK’s switch-off of legacy lines, which provides a substantial opportunity to expand. We are also focused on enhancing and excelling customer experience as we grow.
What are you most excited about in terms of the company’s future?
Georgina: I’m excited about the ongoing change and the difference we can make to customer experience. I look forward to growing with Cobus and transforming communications in Hull and beyond.
- If you would like to be part of our growing team, we have two sales roles and an engineer vacancy available. Get in touch for more details on 01482 225666 or email emma.waudby@cobus.co.uk.
