A day in the life... with Megan Lilley, Client Services Representative

May 31st 2023

“I love speaking to different people and getting to know everyone at Selwood. I’ve got a lot of exposure to other areas of the business which is great” says Megan Lilley, Client Services Representative.

“This is my first role in the industry, so it’s important to me to get out to the depots when I can and learn more about the business. Everyone here is so approachable and always willing to help!

“I’m very career focused so to me it was important to find a business where I could progress and stay with for a long time. I did some research on Selwood and it appeared to be a great place to work, and that’s exactly what I’ve found.”

Based in Middlesbrough, Megan plays a key role in supporting framework customers including Scottish Water, Yorkshire Water and Northumbrian Water. She is also the single point of contact for specific clients, dealing with everything from quotes to hire enquiries.

“Responding to customer queries is part of my daily routine. Sometimes it is queries about invoices, other times it might be more technical questions. I will always try to find a solution myself, but I know the support is there to pass over a query to another team if needed.”

Reporting progress

“At the beginning of the month, I produce various hire reports and financial reports – it’s a lot of spreadsheets! For the second half of the month, I’m working on KPI reports for our major frameworks.

“Sometimes, the customer requires an analysis of delivery and collection, for example, how quickly do we respond to a job? Others require a bit more information and investigation. In this case, I’ll speak to the depots, utilise the hire systems, and review day books. If there was a breakdown, I need to find out the route cause to help implement preventative measures in the future. There are a lot of background investigations that go on!”

Customer service excellence

Making site visits is something Megan enjoys when the opportunity arises, helping to build and maintain relationships that Selwood has with its customers.

“Once a quarter I travel to Scotland for a few days to meet with Scottish Water. We’ll run through the account, discuss how we’re doing, the areas they are happy with and what could be improved. We’ll go through KPI’s, financials and look at how we can streamline processes for them. We also look at planning for the next six to 12 months and discuss any projects we might be starting.

“I also support the hire desk when they are busy which has helped me learn a lot about the business generally. As a Client Services Representative, I’m always working closely with and supporting other departments across the business.”

Back to the blog