Meet The People Behind the Brand - Face For Business
Abbi Henderson
Sales and Onboarding Executive
What 3 Challenges does your service solve for Estate Agents?
- Managing Clients Expectations – Instead of a client becoming frustrated as they keep hearing a voicemail or the engaged tone, they can speak to one of our highly skilled PA’s. That way we can manage their expectations of when they will hear back from the relevant agent.
- Time Management – When your agents are busy in and out of viewings, valuations and meetings, they can effectively manage their additional workload by reading the messages we have taken and prioritising time sensitive calls.
- Staffing Levels – We act as a security blanket when you are juggling annual leave, sickness and lunches, so you don’t have to worry about missed calls and missed opportunities.
What is the most rewarding aspect of your job?
The most rewarding part of my job is the people I meet. I love learning about people’s businesses and lives and helping them overcome their stumbling blocks and it’s great to make new friends along the way.
What's your biggest achievement, working at Face For Business?
My biggest achievement is certainly being ‘scouted’ for the Sales Team by my manager Sue, when I was a PA. I had never considered a career in Sales and I am very grateful she believed in me!
Who is the most famous person you have ever met?
Harry Styles…TWICE! And he hugged me…TWICE!
Tell us an interesting fact about yourself...
I was once an extra in ITV’s Vera!
Kerry
Lead PA
How long have you worked for Face For Business?
I have worked here 5 years in September!
As a Lead PA – What does you day to day role look like?
I start by checking my emails to make sure nothing needs immediate attention. Customers often email me to advise they are on holiday or they are out of the office, so then in turn we can advise their callers of this. It is always busy here at Face for Business so it is then non-stop answering the calls, arranging viewings and valuations. No day is ever the same!
What is your favourite way to spend a day off?
My favourite way to spend a day off would be to start with taking our dog Paddy for a long walk along the Prom, we would stop for a coffee and maybe a bit of brunch. We would then come home and chill for a bit before having a big family BBQ which knowing us would last well into the night!
What makes a great PA?
In my opinion a great PA needs to have an excellent telephone manner, good problem-solving skills, the ability to listen carefully and have great people skills. In our line of business, it is also imperative that we get to know the different businesses we answer the calls for.
Tell us an interesting fact about yourself...
I have been to America 12 times and am going again in July!
Mike Bilboe
Sales and Onboarding Executive
What 3 challenges does your service solve for agents?
We increase the typical business opening hours by over 60%. We help ensure that agents have the support in place to build and maintain excellent customer service and client satisfaction levels. We help agents maximise their return on their marketing spend by capturing all calls they are unable to.
What is the most rewarding aspect of your job?
I think the most rewarding part of my job is being a part of the whole onboarding process with a new client. I get to listen to all of the issues that they are trying to overcome, give suggestions of how we can achieve this, build a bespoke service around their needs and then watch our amazing PA’s deliver the solution to the client.
What is your biggest achievement working at Face For Business?
Not strictly property related… I onboarded a franchisor of a national franchise with 80+ territories across the UK. This changed the way I looked at businesses and the services that we provided, it gave me the confidence to build and develop more complex procedures which allows me to deliver a simple solution to the client that really works.
Who is the most famous person you have met?
The Wolf from Gladiators. It was in a Wacky Warehouses a good 28 years ago. Still to this day my ultimate claim to fame!
What is an interesting fact about you?
I crashed my bike into a parked car when I was 14 and broke my hip.
Nikki Gibbs
Team Leader
How long have you worked for Face For Business?
7 years
As a Team Leader – What does your day-to-day role look like?
Coffee first! No two days are the same, however first job is emails; deal with any customer queries. I then like to get a plan together for my day to make sure I’m as organised as possible! As Team Leader, I spend a lot of time with team members individually, completing call coaching sessions and training.
What is your favourite way to spend a day off?
It depends on how I’m feeling! I love a good ‘spring clean’ in the house, I must admit I prefer not to have many plans on my days off as I love to spend the day at home and in the garden!
What makes a great PA?
Professional telephone manner, friendly approach, thoroughness, and accuracy. I think these 4 things combined make a fantastic PA!
Tell us an interesting fact about you...
I have two horses called Keira and Amara!
Sue Holme
Sales and Onboarding Manager
How long have you worked for Face For Business?
I have worked with Face for Business for 10 years.
What is the most rewarding aspect of your job?
When I have had a conversation with a customer, hearing about their business and discussions how we can best support them with their calls, but they are ‘shopping around’. It is so rewarding when they ring back to say they want to trial Face for Business, or even skip the trial and want to use us anyway!
What is your biggest achievement working at Face For Business?
I’m always proud to say I have been here since the very start 😊
Who is the most favourite person you have met?
Sherry Hewson. She was at Windmill Animal Farm, here in Burscough, with her daughter and grandchild and was so lovely and friendly.
Tell us an interesting fact about you...
I once did a wing walk and have also abseiled down the side of the Liverpool Cathedral, both for charity.
Andy MacGregor
MD
What made you launch Face For Business?
We launched Face For Business as we run a service managed office business and were often getting asked if we could answer other businesses calls in the same manner we did for the tenants. Having spent nearly a year researching and looking at the market we decided there was a niche for a call answering service with a fresh and transparent approach. Once the decision was made, we launched in July 2013 a totally new and separate business designed to be the best in the marketplace with several USP’s enabling us to stay closer with our clients than our competitors.
What 3 challenges does your business solve for estate agents?
- We answer calls and live chats for Estate Agents when they are busy or out of hours to help them capture every opportunity and give great service.
- We give them confidence that their choice to choose Face For Business was the right one by allowing them instantly to listen back to us handling the call for them, so outsourcing to us still allows you to understand and measure the quality of work we undertake.
- We offer a value solution to Estate Agents as we don’t have any hidden extras e.g. no charge for weekend and evening call answering, priced and charged by the second
What makes a great PA?
Customer centric, with good empathy, team player and most of all someone that wants to go the extra mile for our clients and their callers.
If you could be guaranteed one thing in life except money, what would it be?
Well, I would have to say my health as I now have three grandchildren and would love to see them all grow up and get married.
Tell us an interesting fact about you...
I have watched the film Jerry McGuire about 25 times, and I am well known by our children for boring them with it. However, the film does inspire me with our goals in Face For Business to be the best not the biggest call answering service putting clients objectives first before turnover.
Click here to find out how Face For Business can help your agency.
