Let's meet the team...
As Head of Customer Service, I am responsible for ensuring my team of circa 100 employees across Telford, Dublin and Airdrie are motivated, engaged and fully committed to delivering the best experience they can to both our internal and external customers. Our key objective is to deliver a high first contact resolution, and I – with the support of my team – am continually reviewing internal processes to ensure that each step of our customer journey is both meaningful and memorable. I firmly believe that our people-led customer centric business is a key differentiator from the competition.
Out of work, I am Mum to two human babies (although at 13 and 11 that term would now offend them!) and a very demanding but adorable Boxer dog fur baby.
My main duties include managing a customer services team across our operations department, supporting, coaching and developing the staff members to support our customers in view of inbound contact, order processing and managing an email based mailbox which will correspond with customers within our Service Level Agreement.
My main focus is building a strong, rewarding and first class service from our Customer Service Advisors to our customers and representatives, this is managed by supporting change within Lyreco UK and Ireland.
A fun fact about me is that I am learning to speak Spanish!
I first joined Lyreco on a 13 week trial bases with an agency as an order processing clerk. This was my first time working for Lyreco, coming into a large company I felt that I was welcomed in straight away. Working over the weeks I had become a permanent member of the company which I was thrilled about, as I enjoyed my time working with the company and getting to know the people around me. Everyone who I have met whilst working at Lyreco have been welcoming and helpful, it’s like one big family.
There are always great opportunities that come up working for Lyreco. From being a processing clerk I have now been promoted to a member of the TLC team, learning different things and being able to tackle different situations. I believe that customer services is a great starting ground for anyone wanting to join Lyreco, with the potential to move around the business.
I am the Corporate Account Sales Manager for the North West & Scotland. Within my team, I have a mix of Key Account Managers, National Account Managers, and New Business Managers.
We manage a portfolio of 100 accounts with a value close to £10m. I ensure the team effectively manages their base and continues to achieve growth and profit targets.
I work closely with the team, driving performance through supporting and implementing strategic sales plans via objective setting and coaching & development.
It's fantastic identifying those with skills to lead the way in new projects and support those who need a helping hand to go on and achieve their best.
From one2one’s, customer accompaniments and regular management meetings we have an opportunity to really shape the future of the team and the business, seeing individuals with a positive vibe who flourish in their roles is without doubt the best part of the Corporate Account Sales Manager. role.
As for me, I don’t have any claim to fames, I am always the person who ‘just misses’ the famous person when they walk past! However, I am a qualified Open Water Scuba Instructor (OWSI) – I absolutely love the sea!
My main duties are to manage a team of 8 Sales Executives in Yorkshire, East Riding & North Derbyshire in their roles of driving the sales to hit their targets.
This also includes regular coaching days in the field, monthly business review 121 meetings & weekly follow up on objectives agreed.
The ASM role is fantastic as you get to coach the sales guys in the field and demonstrate what works well to develop their skill sets.
The role is both challenging and exciting, the part I love the most is that no day is ever the same and it’s so fast paced Friday arrives before you know it :)
When I’m not working I spend my spare time belting out an amazing Commitments – Mustang Sally!
17 years ago I finished university with a degree in Geography and decided that sales was the future for me. Lyreco was the first interview I ever had and I began as a Field Sales Representative. I was given all of the tools and training and I brought the right attitude. 17 years on and 8 promotions later I am now Director of Field Sales.
Today, I manage the Regional Sales Managers who are responsible for a business turning over £82million annually. We have 37 Area sales managers and 300 sales people working under the Small Medium Business’ umbrella.
I am involved in the decision making process for the division and work closely with the SMB Director to ensure we are on target against budget and strategy.
We are also reviewing all working practices, inductions, training, documentation, KPI measurements and routes to market.
Creating a collaborative environment to support each other is an important part of my role. We must look outside of our division for ideas and feedback to improve our business.
We work for a large proportion of our lives and it is vitally important that I enjoy what I do. Lyreco has given me so much and in return I will work as hard as I can to keep moving our business forward. I work for an amazing business!!
As the Collections Manager for Lyreco UK and Ireland I have 8 direct reports across two teams of credit controllers and credit analysts. My teams are responsible for collecting payment, reducing the overall debt and minimising the risk to the business.
My role as a manager is to ensure the team hit our collection targets and internal KPI's but also deliver excellent customer service to external and internal customers. I am always looking for ways we can support sales, growth and add value.
I have worked at Lyreco for 10 years, it is a rewarding environment that encourages internal development which is fantastic when managing a dynamic forward thinking team.
As a Commercial Analyst at Lyreco UK and Ireland I provide analytical assistance to both the salesforce and internal head office departments. I’m responsible for any complex reporting as well as holding regular reviews with Sales Managers looking at sales/margin opportunities.
I’ve had the opportunity to study towards my AAT alongside working, as well as plenty of internal learning opportunities including more recently SQL training. I get exposure to wider business functions including Marketing, Finance and Logistics when working on projects affecting various business processes.
I’m thoroughly enjoying my role so far and look forward to the many more development opportunities in the future.
I recently joined Lyreco as a Digital Marketing Executive and I feel that I am settling into the role very well. Everyone that I have met in the business has been very welcoming and the team I’ve joined are great to work with and have made me feel like I’ve already been here for a long time.
Since joining Lyreco I have realised that this is a very fast-moving company that is ambitious and always looking for ways to improve the business. This means there are a lot of exciting projects to get involved with and every day there are different challenges to overcome.
I would recommend that if anyone is looking for a new challenge in an ambitious, expanding business. They should definitely consider a role at Lyreco.
I have been with Lyreco for 2 years. Starting in Customer Services before moving into the Marketing Department as an Extended Range Administrator. I have settled into my new role and have made vast improvements to my connections around the workplace. Everyone in the team has made great attempts to make me feel welcome.
Since joining Lyreco I have recognised that there are challenging, yet rewarding obstacles which get assigned to individuals on a day-to-day basis. This continues to show as a rewarding and stimulating factor when coming face to face with achievements. These kind of influences I believe provide the ability of growth within the business. I can honestly say I am excited to see what the future of Lyreco holds.
People And Culture
My role as an Employee Relations Analyst involves a lot of reporting of statistics, such as Head Count and Sickness/Absence monthly reports.
I update the company organisation charts on a monthly basis, I get involved in various projects such as Gender pay and GDPR, process and keep up to date the private medical membership and also help in the preparation of the company Sales development programme.
Having been in the department since 2010, I have a good knowledge of the SAP system, and occasionally help out on the day-to-day work if needed.
My hobby is playing Ice Hockey, which I have been doing for about 20 years.
National Learning &
My main responsibilities are delivering the sales development programme to our new starters and coaching the sales force during their induction, this ensures they have the best possible start to their Lyreco career. I also help ensure training content is kept relevant and up to date as well as completing project work to support the business with its development.
My main driver is helping people become the best version of themselves and supporting them through their Lyreco life. It’s an amazing feeling to see someones progression and development, and think “I’ve helped them on their journey”
A fun fact about me is that I’ve previously been signed to a record label and had my music played on BBC Radio One, twice!
My primary role within the business is to ensure the accurate and timely pick, pack and despatch of customer orders for Lyreco UK. To accomplish this, I manage a large team (250+) within our Telford based Distribution Centre around key KPI measures which include productivity, accuracy, cost control and health and safety by example.
I have 2 clear focuses within my role. Firstly, I strive to maintain a motivated and customer centric team who's first priority is always to ensure a great customer experience as standard. Alongside this, I aim to embed a Continuous Improvement mentality throughout the DC to ensure that we are constantly looking at ways of improving our service to both internal and external customers.
A fun fact about me is that outside of work I have played Chess at county level for Staffordshire.
National Distribution Centre
I have worked for Lyreco for 21 years now, all of this time spent in a department called Detail in the National Distribution Centre.
I started off as a Picker back in May 1997 when Lyreco was called Office International and based at Stafford Park. I learnt all the various tasks in the department and eventually worked my way up to a Supervisory position where I have been for the last 15 years.
The NDC is a very fast paced environment, but a very friendly place where everyone works as a team to get the job done. There are plenty of opportunities for individuals who want to progress and equally for those that just want to come in and do their job and go home at the end of the day, then the NDC is a great place to work.
I would recommend Lyreco to anyone who wants to work for a fast moving, ever changing company with good employee benefits.
I’m on Lyreco’s Graduate Programme, so my roles have varied over the last 10 months. During the Logistics rotation I worked on projects such as a business travel review, electric van trials, delivery app training and a distribution cost analysis. In Marketing I’m currently working on the STEP content management system, helping to coordinate a business development project and producing a paper sample booklet for sales staff.
The career development and training opportunities at Lyreco have been excellent, I’ve attended several training workshops covering leadership, coaching and recruitment and have also had regular catch-up sessions to provide feedback.
Overall the Graduate Programme has been invaluable in gaining experience and knowledge in key areas of the business - I’d highly recommend it to any graduate looking to start their career.
Outside of work I like to try new things and I recently did my first sky dive!
It’s nearing my one year anniversary as a Lyreco Graduate Scheme employee – which is mind-blowing to say the least! My journey so far has undoubtedly been an invaluable experience.
Having studied Marketing at a Postgraduate level, I was able to apply my theoretical knowledge to the Marketing department. This experience proved to be exceptionally beneficial as I gained an insight into the strategic marketing decisions behind a multinational corporation.
I'm currently working in the Logistics department where I have learnt the decision-making behind the complexity of the National Distribution Centre.
Prior to this placement I somewhat overlooked the importance of an intricate logistics network – but given the competitive advantage Lyreco gain from such network, I can overly appreciate why such value is placed on this area of the business. What I enjoy about working at Lyreco is the responsibility and autonomy that is granted from my Managers combined with the people who work there!
An interesting fact about me is that I’ve played chess with Phil Mitchell... and beat him!
Key Account Manager
I am responsible to grow and retain 70+ Nespresso key accounts in Ireland. This involves managing and improving strong relationships, being a passionate ambassador and understanding the Nespresso brand.
There is a lot of independent working, so a high level of commitment is required. It is also essential that you work closely with other team members.
I enjoy identifying the needs of corporate customers and being able to quickly understand the mission, vision and values of an organisation. It is enjoyable to sell a premium brand like Nespresso that impacts so positively on a company and its workforce.
As for me, I cannot survive a day without a caffeine fix, looks like I am in the right job eh! :)
Ireland & Scotland
My main duties are to support Sales Managers in Ireland, Northern Ireland & Scotland in their roles of driving the Sales Teams to hit their targets. This also includes strategic planning for our key accounts and overall direction of the division. We engage with other departments to ensure best in class service levels to our customers and work closely with Marketing to create innovative offers to drive the business forward.
The role is both challenging and exciting, flexibility is the key attribute needed in such a rapidly growing business. Having the right team around you is key to any successful business.
In my spare time, I play the saxophone and piano!
Ireland & Scotland
My role is to create, implement and record the results of all marketing activity for Nespresso Business Solutions, based on the outlined sales strategy each year. As well as liaising with Lyreco UK & Ireland Marketing to ensure the successful implementation of our projects. I also work closely with Nespresso UK and the other marketing teams for Lyreco Nespresso in Europe.
My job is diverse, no two days are the same. Nespresso is a fantastic brand to work with and having a leading business solutions company like Lyreco behind me makes my role easier.
Outside of work and when I have free time, I try to sing and play guitar.
The Nespresso Business and Lyreco partnership works so well because of the standards and ethics that represent who we are. At Lyreco we believe in delivering excellence as standard and this is delivered through the passion of our people and knowing that the solutions we offer are premium.
The Nespresso Business Solution offers this perfectly, by providing businesses with premium quality Grand Cru coffees, innovative machines and excellent customer support. It reflects your company values to delight employees, customers and visitors.
A perfect combination for your next career move…
Firstly, you need to be passionate about delivering excellence as standard and love coffee! Since our Nespresso Business Solutions team launched, we have seen substantial success and growth.
We’ve extended our Account Management teams to support customers effectively and created management roles to ensure teams are developed and supported to their full potential.