Departments in the Spotlight – 1st Line Team Leader – Rachael Mark

Can you start by telling us a bit about yourself?

My name is Rachael, I’m 1st line team leader and I’ve worked at Orca for four years. A fun fact about myself is that I was once mistaken as Justin Bieber when doing karaoke in Thailand!

Could you explain a little bit of what your department does on a day-to-day basis?

On 1st line we receive all the initial inbound calls from clients. From here we log the tickets and ensure our clients are getting through to the right people as quickly as possible to get their queries resolved.

One of our main responsibilities is user-management based, which includes creating new users, assigning mailbox access and folder permissions, as well as setting up users on applications, all to make life for our clients as easy as possible.

Another area that we specialise in is scheduling software updates for our clients to ensure they can work as efficiently as possible on the latest versions of their software. As part of this process, communication is key to inform the client of these changes, and scheduling this for a time that suits them.

To summarise, a large proportion of our role is ensuring our clients are getting the best possible support.

What do you find most rewarding about your role/what keeps you motivated?

This may sound cliché, but it’s true. The most rewarding aspect of my job is supporting the team to grow. I’ve always found helping people to grow, both on a work and personal level, to be very rewarding.

This leads to another rewarding aspect of my role, a happy team, which therefore leads to a greater client experience. We place our clients at the forefront of everything we do, so when we receive feedback from them as a team, there’s nothing better – it backs up the fact that you know you’ve done a really good job.

How does your department contribute to achieving our values of delivering a fast, high-quality service to our clients?

With 1st line being our clients’ first point of call, it’s really important that we remain on the ball at all times. This allows us to ensure all incoming queries are directed to the right people to be taken care of at a high standard to go above and beyond their expectations.  

What do you think we do differently that helps us stand out as an industry-leading managed service provider?

Quite simply, we genuinely just care for our clients. I think this shows from the level of service that we provide. They can trust us to know that every single day, we’re doing our absolute best to help them excel. We just care, and we’re genuine about it.

We know that a fast response time, clear communication and an appropriate response will lead to a great client experience.

What do you enjoy most about working at Orca as a whole?

The feeling that we’re all in this together. The beauty of working at Orca is that no matter what department or role you’re in, everybody is here to help each other and the business succeed.

If anybody has a question about anything, it’s easy to put your hand up, and you’ll have people who want to help you out. It makes it a great environment to work in.

This all helps towards our goal of achieving the highest possible level of service for our client.

Complete this sentence: “When I’m not working, you can usually find me…”

I’ll be relaxing with my partner and kids, usually doing something that will end with a souvenir and an ice cream.

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