The Distinction champion

Glass Times talks to Distinction Doors’ customer services team leader, Jo Fisher, one of the company’s most valued employees.

Jo Fisher starts each working day with her ‘golden half-hour’. “I’m here around half an hour before my day officially starts at 8am. I like to get in and make the most of the quiet time before the phone starts ringing and we are in full swing.”

As customer services team leader at Distinction Doors, Jo’s days are busy and demanding so she uses this time to prioritise her day.

“Things move so fast around here, and there may have been changes overnight so sometimes I must re-evaluate and adjust my daily plan, while leaving time for any anomalies,” she says.

Work ethic

Finishing secondary school on a Friday and starting work at an engineering company in Sheffield the following Monday, Jo has an enviable work ethic. “I always knew I wanted to work and took it upon myself to get a job lined up ready for when I left school. And it was invaluable. It grounded me.

Starting as an administrative assistant, Jo has honed her skills over the past 20 plus years. She recalls her time at Capita as the most valuable, gaining lasting life and work experiences. This period, coupled with another six years as team leader within the Sheffield Insulation Group meant Jo had all the necessary administrative; account management; and negotiation skills required for a role at Distinction Doors.

Team leader

Joining Distinction in 2015, Jo began as sales admin team leader. “Much of the work was process driven – processing the orders and communicating with customers etc. My role and the department’s functionality have since evolved and now I am proud to head up as customer service team leader.

Jo manages one senior customer service executive, Lois, and four executives, Charley, Claire F-B, Claire P, and Jade. They are supported by three admin assistants, Alixe, Joseph and Alison. Under Jo’s guidance, the admin team do some key groundwork tasks which enable the customer service execs to be that one point of contact for the customer – an asset for all Distinction customers.

Professional development

As team leader Jo is the most senior in the department and is currently working towards an ILM Level 5 in Management and Leadership which is designed to raise her management and leadership skills.

She attained her ILM Level 3 unit qualification in Coaching and Mentoring in 2018. Training and personal development is important at Distinction Doors and the company is supporting Jo alongside other managers in achieving the Level 5 qualification.

Jo sets herself and her team key tasks each day, and for Jo this still includes some key account handling. She is responsible for four key accounts, a job that she enjoys. “I love being able to maintain relationships with my customers. They are extremely loyal, and I am proud of how strong these relationships are. Knowing that I am supporting our customers and my team day-in and day-out, regardless of what is happening in the business, is one of my greatest accomplishments.”

Honesty breeds trust

Jo’s team works closely with the field-based business development executives, providing the office link back to production. “We speak every day; making sure what’s needed, happens. Ultimately our common goal is to delight the customer, and as a team, we deliver!”

Jo is said to be a Distinction champion and explains what it is about the business that she likes so much, “It’s the people. We are a family, all pulling in the same direction. We are honest with one another and that honesty breeds trust, something which I know our customers appreciate.”