Q: Reflecting on your journey, how does it feel to transition from the contact centre to COO after 11 years with the business?
A: Fantastic! For someone who left school with a handful of qualifications, being embraced by a business that has challenged me, mentored me and developed me has been incredible. When I initially joined the contact centre I saw the opportunity to progress quickly and this has continued. Working for a business that supports so many people and their families is a huge driving force behind how I handle everyday challenges.
Q: How do you plan to reshape franchise support and operations under your leadership?
A: We have a new Head of Operations with experience from a major franchise competitor, with real life experience in running a franchise business himself. I am passionate about customer service and helping our franchisees delivery this consistently. I also want to tailor the support we are providing to franchisees on a tiered basis as they build their businesses. A Metro Rod business turning over £2m a year has different needs to a Metro Plumb business turning over £300k a year. Mentoring and coaching can help with this. I also want to further encourage the franchisees to leverage their day to day experience and share best practice across our networks.
Q: What is the most rewarding part of running Metro Rod and Metro Plumb?
A: Hearing news like ‘‘I have just put my deposit down on my first house’’, or ‘‘I have taken my family on holiday abroad for the f irst time’’ or seeing a Metro Rod franchise originally purchased for £25k go on the market and sell for hundreds of thousands of pounds or more. Also receiving exciting texts like ‘‘I told you I will hit £300k this month!’’ or that ‘‘I won that contract’’. I will be staying close to our franchisees to ensure we share successes.
Q: Looking forward, what are your priorities for the business, and how do you envision the business evolving under your leadership?
A: I love our brand and am very passionate about providing our customers with a first-class service, so I really want to focus on excellence in this area. I want to continue to drive our expansion of the range of services, so we can provide customers with a true one-stop shop of solutions. Driving pump work is a key priority. I also view a sale as a sale, irrespective of whether it is a local, national or domestic sale, so we should maximise all sales opportunities, within the Water & Waste Services division and across the wider Group.
Q: How do you plan on utilising One Franchise Brands to harness Group-wide opportunities?
A: By leveraging shared resource across the Group to drive customer engagement in tendering and client contacts. By sharing best practice of franchisees, to drive operational excellence and profitable growth. Finally, by sharing knowledge of customers and sectors to educate our networks to explore customers’ needs further. We have so much experience, expertise and resource across the Group and I am keen to tap into as much as I can.
