Behind the Scenes: The essential role of Hill Labs' Business Support team
If you’ve ever had the pleasure of contacting Hill Labs, you no doubt would have spoken to one of the amazing members of the Business Support team.
The Business Support Team operates as the public face of Hill Labs and are part of the commercial business team. They are the first point of contact for clients, customers, and the public, embodying the ethos of hospitality and efficiency that defines Hill Labs' service.
The team is made up of three dedicated individuals alongside their team leader, Helen Gempton. Juggling an array of responsibilities, including customer service support, their duties extend far beyond administrative tasks. They are also in charge of Hill Labs' customer database, meticulously tracking every job and ensuring seamless coordination between departments for the distribution of testing and analysis jobs.
Internal communications within the business also falls under their remit, with the team ensuring the accuracy of information displayed on notice boards and internal communication screens. They curate the weekly internal communications newsletter, the Friday Flash, serving as a vital source of information while also infusing it with a little bit of light-hearted humour.
The executive leadership team actively contributes to this newsletter, with one ELT member crafting the introduction each week. The newsletter also features updates on things such as upcoming social club events.
Communication is key in any business, but for Hill Labs’ Business Support team it's even more critical. They’re the direct link between the client and the lab, which means they have to work with almost all the other departments in the company, as well as the clients themselves.
They work closest with the Client Service Managers team, fielding queries from clients regarding testing, turn-around times, and pricing. By collaborating with the other teams, they ensure the information they're giving clients is up to date and correct, and that the staff they're passing clients through to are the right people to help.
Customer service guaranteed
The Business Support team makes sure that the testing process is as easy as possible to understand for clients - from start to finish.Whether it's a multinational corporation or a local resident seeking testing support, the team approaches each interaction with empathy and expertise, guiding clients through sometimes complex processes with ease. "It's making sure that people are treated with respect and courtesy," Helen emphasises. Their mission goes beyond mere transactional efficiency; it's about fostering genuine connections and leaving every caller with a sense of satisfaction and reassurance.
"We recognise that our role really is that the client or customer finishes the call and thinks, gosh that was a pleasant experience," Helen reflects.
What sets this team apart is their unwavering commitment to excellence, even in the face of challenges. The Business Support team has no shortage of instances where they've gone above and beyond to help a client. They always do their best to make sure they've pursued every available avenue to get the solution needed.
One memorable instance was shortly after Cyclone Gabrielle, when the team noticed that one local email domain was not functioning due to the storm. It was a relatively common email address for the area, so they made sure to follow up with clients who had submitted work to check if they had an alternative email they could use.
It’s a seemingly little thing, however, during a severe weather event like that, some of the testing was incredibly important and time sensitive, so they wanted to make sure no one experienced any delays in getting their results.
Additionally, when a client came in to get a beekeeper’s kit from the Client Service Manager’s office, one of the team had to run after the client as they were driving off to make sure they had the correct paperwork and information, as there are specific beekeeper requirements that differ to Hill Labs’ normal water testing.
The VIP treatment
Working on the Business Support team offers the chance to engage with individuals nationwide and beyond, ensuring they leave their interaction with the team with all the necessary answers and solutions.
Serving as the primary point of contact for both internal and external clients presents daily varied challenges and experiences but being armed with knowledge and a passion for service, the Business Support team navigates enquiries with finesse, ensuring that each customer feels like a VIP.
"We work hard at that," Helen affirms. "At a job that is desk-bound and involves a lot of data entry and admin, it's the customer service aspect that gives us real job satisfaction and a sense of purpose."
For Helen and her team, the true reward lies in knowing that they've made a difference, ensuring that every interaction with Hill Labs is not just efficient, but exceptional.
Pictured from left: Kat Lawson, Katalia Barr, Sam Lowe from the Business Support Team
