Building Personal Relationships and Personal Growth – Anna's Ecoglass Journey
When I joined Ecoglass at 21, my role involved inputting data, processing orders and answering the phones. Looking back, it wasn’t just about learning the basics of office administration. It was about understanding how customers interact with the business, how production and operations affect them in real time, and how small decisions can make a big difference to someone’s day.
As I grew with the business, my knowledge and curiosity naturally expanded. What started as learning systems and processes became a deeper interest in how strategy, communication and relationships sit at the heart of good customer service – and how they shape the role I’m in today.
I’ve always enjoyed working with people, and as my role became more customer-focused, I found real satisfaction in building relationships, understanding individual needs and being part of the solution when challenges arise.
What drives me most is problem-solving. I don’t tend to stop at the first answer. I’ll always look for alternative routes and better solutions to make sure we’re doing everything we can to meet, and often exceed, customer expectations.
Growing with responsibility
In December 2024, I was promoted to Customer Service Manager. It felt like a natural step, but also one that came with greater responsibility and accountability.
Completing my Level 2 Customer Service qualification has helped to formalise the skills and behaviours I was already developing. It gave me a clearer understanding of how the business fits together, as well as practical approaches to logging, managing and resolving more complex issues. Most importantly, it strengthened my confidence and sharpened how I support our customers day to day.
At the centre of everything I do is our customer charter. It guides how I work with both colleagues and customers, setting clear expectations around integrity, honesty and empathy. These aren’t abstract values; they shape the way I communicate, make decisions and represent both our customers and the business.
Being the customer’s ally
As Customer Service Manager, I act as a direct point of contact for all issues and complaints. Customers can come straight to me, regardless of the issue. I also contact all new customers when they place their first order, introducing myself as their go-to person if they ever need support or guidance.
Customer service, for me, isn’t just about resolving problems. It’s about building trust and long-term relationships. I want customers to feel listened to, supported and confident that someone is taking ownership on their behalf. Acting as that link between teams and customers is something I take seriously.
I understand that raising a complaint can be stressful and frustrating. My aim is always to resolve issues quickly and calmly, without adding pressure. Customers deal with one person, don’t have to repeat themselves, and are kept informed throughout. I always follow up to make sure they’re happy with the outcome, because resolution isn’t complete unless it feels right to them.
Looking ahead
I’ve recently started my Level 3 Customer Service Specialist qualification, with the ambition of becoming an expert in managing complex issues and delivering consistently high standards of service. Ecoglass has been incredibly supportive of this next step, encouraging me to keep developing and pushing myself further.
Looking ahead, I want to help refine how we manage complaints across the business, ensuring service is consistent, professional and aligned with our values. That includes clearer escalation routes, defined resolution timeframes and additional in-house training for customer-facing teams.
My aim is simple: to make customer service at Ecoglass as reliable, supportive and people-focused as possible, for our customers and for our teams.
I’m proud of how far I’ve come and grateful for the trust placed in me. With the support of Ecoglass, I’m excited to keep learning, growing and doing better, for Ecoglass and for our customers.