Welcome to the team, Rachel!

Updated: Nov 5

We're delighted to welcome our newest VANHEROES recruit, Rachel, into her new role as Customer Experience Manager. Together, we talk about how she joined the team, working throughout lockdown, as well as her aspirations for the future.


First off, tell us about how you heard about and became involved with VANHEROES?


Well, I first heard about VANHEROES through Nationwide’s internal Yammer site. I was reading about the Intrapreneurship Programme they were advertising to help people gain skills and learn about the world of a startup. Whilst reading through all they had to offer I noticed Leah was a team member. As I was already working on a project with Leah I set up some time for us to have a chat about all things VH and I was instantly keen to get involved and learn and develop new skills.


How are you enjoying it so far?


So far I have loved getting to meet the team. They’ve all been really welcoming and supporting with getting me started and made me feel instantly valued. It’s also been great to see how well VH has adapted to working from home and welcoming me despite us never having met in person! I’ve also already had the opportunity to share my thoughts on how we can engage with customers and drivers to improve the customer experience as well as getting to reach out to and chat to new customers. I am looking forward to continuing this and starting up lots of new projects to expand VH as a company and making it a great place for customers to come to and trust.


What's your background prior to joining Team VH?


Prior to joining VH, I had just started out in my career as a Business Analyst at Nationwide alongside finishing my final year of a Politics and International Relations Degree at Cardiff University. This meant lots of travelling between Swindon and Cardiff so I suppose I was one of the lucky few whose life was simplified with working from home being recommended as I could manage uni and work from one location! Now that I have finished my degree I have been able to throw myself into my career and development and get involved with VH which allows me to compare how a large organisation functions compared to a smaller one.


Seeing as you’ve mentioned the lockdown, where’s the first place you want to visit once travel restrictions have been lifted?


I’m really keen on travelling and have been lucky enough to visit some beautiful places with my family growing up. This has inspired me to, hopefully, one day see the world so picking one place is too difficult! However, I think I’d really love to visit China and Japan as I have studied lots of their history and politics and find it fascinating. I would love to compare what I have read about to reality. However, one of my favourite places to be is a beach so I think as soon as it is safe to travel I will be hitting up the Italian coast or trying to convince some friends to take a trip to Hawaii or Bali. Basically anywhere where I can catch some sun and take in some amazing views. For now, day trips to Bournemouth coast or Barry Island will have to do!


What are you looking to bring as Customer Experience Manager to VH?


I’m really looking forward to getting to meet the people that make VH the company they are today. I truly believe the customer is at the heart of every company and want to make it a great experience for them. I’ve always enjoyed working with people so feel this is something I will really get the opportunity to do as Customer Experience Manager. I’m looking forward to hearing about different customer experiences and using this to ensure that customers truly gain the best service and I’d like to think I will bring along a mindset that will ensure that VH is able to continue to develop and grow as a business. I am also looking forward to getting to know the drivers we work with and hearing their ideas about the expansion of VH and using these relationships to ensure great customer experience.


Thanks, Rachel. For those who want to reach out to you what's the best way?


Feel free to connect with me on LinkedIn and pop me a message for more information: https://www.linkedin.com/in/rachel-murray-5499b0174


Or you can also contact me via rachel@vanheroes.co.uk.


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