Getting to know Sarah Kane, Head of Customer Service

You’ve been at Wagstaff for over 20 years, can you tell us a bit about yourself and background?

I’m a married mum of 2 kids, both grown up now and doing their own thing. I have always worked within a customer service role and came to Wagstaff 22 years ago on a part time basis when the children were babies. I increased my hours over the years and worked my way up to Head of Customer Service.

When did you first take an interest in customer service and why?

To be honest, I just fell into the role. I wanted to be a childminder when I left school! I have always been a people person, I’m quite chatty (lots of people will vouch for this) but I actually do enjoy solving issues, this is my favourite part of the job.

Why Wagstaff for you?

Being a working mum with 2 children, it’s hard to juggle work & home life at times but I found Wagstaff have always been understanding and flexible with my working hours and this helps massively when raising children.

In your 20 plus years at Wagstaff, what are some of the highlights you’ve had?

Oh wow, there have so many to mention. I have seen a lot of changes over the years, worked with some fabulous people, who I miss and had many good (and drunken) nights.

What are some of your favourite projects that you have been a part of?

I love working on the Umbrella projects, as the team just always amazes me with their ideas, & I love all the quirky, unusual products they provide

What advice would you give to customer service executives just starting out?

Customer service is not for everyone, one of my favourite saying is “ the CSC is like marmite, you either love it or hate it”. It can be very tough at times, you’re working to deadlines constantly but you cannot take things personally.

If there was one thing you wish people knew about customer care what would that be?

It's definitely harder than it looks, you are under pressure most of the time but you also have a feeling of accomplishment when a job has gone in, the space looks amazing and the client is happy with their product.

How important is building the right team for customer service?

1000% important, I wouldn’t be able to do my job without the support of my amazing team. They are the ones who should get the all the credit, I just nag at them haha!

What do you like to do away from work?

I’m quite boring outside of work really, I love spending time with my hubby and kids, going on holidays, having nice meals out and a few vinos.

What message would you give to a younger Sarah?

You can’t please everyone, just do your best in life and keep true to yourself.