Leo is the main man tackling customer queries within our social media channels. Be a rogue sock turning the white wash a not so pleasing pink or a lost parcel, Leo tirelessly toils to appease any issue.
Q: Tell us a little bit about what you do?
I look after customer service queries on our Facebook, Twitter and Tumblr – anything deemed social media where a customer service hat is called for, I step in and assist.
Q: How long have you been working here?
Two years so far. I started as Email Team Leader and as social media grew I transferred my skills to assist on that side of things. I love the social aspects, really enjoy it and genuinely look forward to coming into work each day. Our customers keep me busy and we’re growing so rapidly, the range of enquiries coming through never ceases to amaze me!
Q: What was your career BB (before Boden)?
I come from a financial information background but got a bit tired of that so moved on to work with first with ex-offenders which I found fascinating and after this I worked with people with special needs. I feel quite attached to the Paralympic events going on at the moment! Diverse career? Absolutely.
Q: What’s the best bit about your job?
Working at Boden is brilliant. There’s a great atmosphere. Nice, buzzy people and I really enjoy working within social media.
Q: What do you find most challenging?
Needing to have an in depth knowledge of Boden policy and practices can be a challenge. The information I put out there must be accurate so that customers are getting the information they need.
Q: Describe yourself in three words:
I would say I’m spontaneous, I can be outspoken and I’m loyal.
Q: What qualities does a good Customer Service Advisor need?
Certainly enthusiasm. You also need patience as quite often you are dealing with customers who are not quite sure what they’re looking for. Sometimes they’re elderly so you need to imagine you’re dealing with a member of your family and demonstrate patience. You also need good listening skills and to reflect on what they’ve asked for so you don’t need them to repeat themselves. Plus of course you have to believe in the product, which is easy when working for Boden. Now I’m dealing with our entire Facebook audience I only get one chance per comment to get it spot on. It is much less one-on-one and much more about conveying wider messages. When the problem is personal we tend to steer the conversation offline.
Q: What did you want to be when you were little?
The internet wasn’t around when I was little (otherwise this of course) and I wanted to be a footballer or a racing car driver. I’m mad on football and support Leicester City and I follow the Grand Prix. I’m a big Senna fan!
Q: Who do you admire?
Back to your previous question, it would have to be Ayrton Senna. He was just an amazing guy and was more than a racing car driver. He was very intelligent and could speak six languages. I really think if he hadn’t have been killed he would have gone on to be a politician or something.
Q: Last track played on your iPod?
Hello Sunshine by Super Furry Animals. I’m not a massive fan, I just love that song and it’s got some really funny lyrics.
Q: Have you any annoying/bad habits?
[Long pause]… I can be slightly impatient with colleagues if they take a long time to get back to me with information I need for a customer.
Q: What’s your proudest work achievement?
Helping our CS move away from the typical call centre approach into the world of social media is something I’m really proud of. It’s great to be part of something new.
Q: Which Boden item is your most coveted?
I’m really coveting our new handmade men’s shoes. I’m trying to decide whether to spend the last of my clothing allowance on a pair of brogues which look really lovely. I like the biker jacket too, particularly in the blue.
Q: What’s your Boden wardrobe staple?
Love the jeans, love the polo shirts. All the Boden staples are my staples! I go out dressed as ‘Boden Man’.
Q: Can you share any funny tales from your time at Boden?
We have a Boden summer party each year and there are different sports to try out. I thought I’d try the shot put, thinking it looked easy. A colleague went before me and threw it for miles… but in actual fact it’s heavier than it looks. I picked it up and sort of tried to throw it and it went about a foot and nearly landed on my feet! That was quite embarrassing.