10 minutes with… Rosemary Macdonald, Customer Service Manager
Excellent customer service underpins everything we do at NextGear Capital. We recently sat down with Rosemary Macdonald, who manages our front-line teams responsible for helping dealers with their every-day queries. In this short chat, we discovered why she loves her role, how her work benefits dealers, and even her favourite type of chocolate! Read on to find out more…
Hi, Rosemary! Thank you so much for taking time out to speak with us.
To get started, could you tell us a little about your role at NextGear Capital?
My pleasure! I’m the Customer Service Manager at NextGear Capital, managing two teams of colleagues that make up the Customer Service Team and support dealers with their Stocking Plan s. We pride ourselves on excellent customer service, with an outstanding 8.2 customer satisfaction score. Our customer experience is integral to everything we do here at NextGear Capital, whether dealers are new to the business or a long-standing customer.
We have a team that are on hand over the phone to answer any queries a dealer has about their Stocking Plan. These vary a lot, from taking payments, vehicle clearances, handling paperwork, through to re-setting passwords. Plus, a team that support with documentation, setting up new accounts, amending bank details, and reviewing insurance schedules.
Regardless of the request, I’m proud to say every customer receives the same great service. If a customer requires our support, it can sometimes be the case that they need to call into the Customer Service Team once or even a handful of times in one week, so it’s important to make it a great one.
That sounds like a vital role! So, how long have you been with the team?
Believe it or not, I have been with NextGear Capital since the business started back in 2014. I have been lucky to watch the business grow, from its first dealer, all the way to more than 1,700 dealers today!
Amazing, it’s clear you’ve played a crucial role in NextGear Capital’s success! How would you say your role helps dealers?
There’s nothing more frustrating than poor customer service, so I’d say we play a vital role in supporting dealers and championing their needs.
We’re also there to lend a helping hand when dealers need it. Our team are extremely knowledgeable and can offer advice on how to get the most out of their Stocking Plan.
I personally speak to dealers every day, and along with our internal teams, we work together as an extended team to ensure customer requests are dealt with efficiently and where possible exceed expectations.
It sounds like you have an extremely close-knit team, Rosemary!
We really do. We work together as a team to support and educate each other to deliver a great service. We all get on extremely well, but most importantly we have pride in what we do.
And what do you love most about working at NextGear Capital?
I love that I get to work with dealers as part of my role. No two days are the same as you never know what the query will be when you pick up the phone.
It’s also rewarding to watch the team grow and develop their customer service skills. Everyone’s so enthusiastic about what they do and only want to do great work. They make my job a lot easier, delivering excellent customer service for the business!
To finish, we have some quick-fire questions…
If you could describe the NextGear Capital culture in one word, what would it be?
What are three words that best describe you?
Driven, communicative and dependable.
What is one of your favourite quotes?
Always do your best.
And finally, what is your favourite chocolate bar?
Any Lindt chocolate, I’m not picky.
That’s all Rosemary. Thank you so much for sitting down with us today!