VANESSA JEFFERS Manager at the Alarm Receiving Centre Department for Verisure UK.
What were your career ambitions growing up?
I was a bit of what I would call an ‘all-rounder’ when I was growing up and struggled knowing exactly what I wanted to do. I remember advice from my parents was to work in a Bank as, back then, it was seen as a good, solid job for life. So, that’s what I did. I quickly learned that I thrived on responsibility and achieved most satisfaction from helping others, which was the platform for the shape my career would take. The constant throughout my career has been the leadership and management of others which has predominantly been in the contact centre industry.
Tell us about your current role?
I am the Alarm Receiving Centre Department Manager for Verisure UK and I essentially manage the 24/7 alarm monitoring service for all UK customers. The Alarm Receiving Centre (ARC) is the ‘beating heart’ of Verisure and our purpose is providing peace of mind to our customers. It is my role to ensure we respond to every alarm trigger, no matter what the circumstance and take the appropriate action to protect our customers.
What is your proudest business achievement?
During my time working in the contact centre industry, I have achieved many things I am proud of, from outstanding employee engagement results and the development of new lines of business to winning National Sales Awards and British Excellence in Sales and Marketing Awards at department and contact centre level.
How has your industry changed in the last decade?
As someone very new to the security industry, I feel proud to be part of a company that knows what it stands for and is very clear on the service strategy. I believe we are changing the security industry and are clear about the space we want to operate in and the customers we want to protect. We are changing the game in the UK.
What are you currently working on?
Currently, I am supporting the expansion of the Customer Service and Multi-Channel department in addition to my role as Alarm Receiving Centre Department Manager. Leading this wider area of the business is a fantastic enabler to create alignments and influence the customer journey across different touchpoints, improving the overall experience.
Tell us about the team you work with?
My team are a fantastic group of passionate, resilient and committed individuals. What really matters in my team is ‘teamwork’. I work with people who care, about our customers and, just as importantly, about supporting each other. Their role is unlike anything they will have done before and each one of them brings varied skills and experience from a range of backgrounds but it’s their shared dedication and professionalism that makes us a highly successful team.
What is the best piece of business advice you have been given?
Take care of your people and they will take care of your customers, is something I was taught many years ago and it is so true. It applies in all roles I have undertaken and is the same advice I give to those who develop under me.
What has been your biggest challenge?
Having worked in long-established companies in the UK throughout my career, it has been a challenge transitioning into a company still relatively new in comparison. We have a wealth of experience and knowledge to fall back on as Europe’s No1 in our field and I have joined the team to be part of the growth and evolution in achieving the same goal in the UK. A big challenge is the fast pace at which we are growing and the acquisition of talent to join the Verisure team.
Who are your heroes inside and outside of business?
I don’t really have heroes but there are people I admire.
How do you unwind outside of work?
Like so many others, we bought a puppy (Hershey) during lockdown in 2020 and she has changed our family life. I love long walks and have even discovered I don’t mind the wind and rain because Hershey doesn’t. My favourite place is the beach and it’s been a great way to get my teenage kids involved and out of the house!
Favourite Book/CD/DVD?
My tastes have continued to change over the years and have become more varied in the type of music I like to listen to. I build my own playlists just with anything I like and some of my ‘favourite’ songs date back over 20 years but then I do like current music too. I love to read when I get the chance, real life/true crime. I am currently reading The Prison Doctor by Dr Amanda Brown, but I do enjoy a bit of light-hearted fiction when I go on holiday.
