Sharon Gilbert | Contact Centre Manager

I began my career in LloydsTSB bank where I worked for 18 years in a variety of roles, gaining experience throughout in customer service and service delivery. The most recent of these roles was managing a team in the Business and Corporate sector in a contact centre environment for 7 years.

I took voluntary redundancy due to a restructure and joined Connect Assist at it’s inception in January 2006 as a Team Leader. I have since progressed through the company and am contact centre manager responsible for the day to day running of the helpline aspect of the organisation.

 I am currently studying a part time degree in Business and Management which I hope to complete in 2013.

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“Being able to talk to someone about my difficult situation was really helpful. The fact that it was then followed up with three further phone calls made me feel valued and helped me to deal with the situation knowing that I had support at the end of the phone if it all went wrong. I would thoroughly recommend the service to anyone needing advice or support. I would also like to thank the counsellor I spoke with; she was professional, polite and very encouraging at all times”.

Service User, Teacher Support Network

Case Study

National Council For Voluntary Organisations ( NCVO )

In a period of significant reduction in grant income NCVO wished to extend helpline opening hours, providing increased service delivery channels at decreased costs.

Services used: Multi-channel Helplines Digital Service Delivery

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