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Celebrating Career Development at Eagle Couriers

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Celebrating Career Development at Eagle Couriers | Courier services Scotland

Vivienne Wallace, Customer Service Supervisor at Eagle Couriers

Our passionate team members are the driving force behind our success as Scotland’s leading independent couriers. 

This month, we caught up with one of our long-standing employees, Vivienne Wallace, to chat about her new role as Customer Service Supervisor. 

From Operations Assistant to Customer Service Supervisor 

For the past six years, Vivienne has found her role at Eagle Couriers to be the perfect fit, fuelled by her appetite for challenges. Coming from a different career background in professional cookery, she has embraced the transition to an office setting, going from strength to strength by seizing training opportunities and showcasing people skills.  

“I naturally started taking on additional responsibilities as an Operations Assistant, and this work didn’t go unnoticed by higher management, which is a really good motivator”, Vivienne shared.  

“I was provided with a clear path for progression, and the team has always been really supportive and encouraging for me to move further in my career.  

“They encouraged me to go on management and leadership training courses, which have really benefited me and my confidence, and were a real boost in helping me reach this stage.  

“Although every day is still a school day here at Eagle Couriers!” 

Thriving in a leadership position  

“I would describe myself as a people person- I love to chat and interact with people and my role as a Customer Service Supervisor perfectly aligns with that,” Vivienne said.  

“I really enjoy helping our customers to ensure they receive the best customer service we can provide. But my role isn’t just about working with customers; I also support my colleagues and pass on the knowledge and experience I’ve learned over the years.”  

“In my previous role as an Operations Assistant, I mainly focused on individual responsibilities like customer bookings and dealing with inquiries. Now, I get to still enjoy that side of the job but also my responsibilities include leading and encouraging a wider team.” 

Encouraging a positive team culture 

As a supervisor, Vivienne encourages a strong work ethic while remaining approachable. She supports her team members as they build confidence in handling tasks.  

“I like to take a hands-on approach with my team, supporting them until they feel they have the knowledge and assurance to carry out tasks, and then guiding them towards managing their workload more independently,” she explained. 

“I want each of my team members to feel like they can perform to the best of their abilities and the team are all really dedicated, supportive and come with an enthusiastic attitude which will always make the job easier!” 

“In any role, I think it’s really important to know that there is always someone there to help you and I am always telling my team that there is no question too small or too silly to ask.” 

Advice for career growth 

“My advice for anyone starting off in a career is to stick at it! Eagle Couriers has been fantastic in helping me get here, they are willing to put in the time and effort if you do too!” 

Vivienne’s next chapter 

Vivienne is excited to explore this next stage of her career, giving her a chance to get to grips with aspects of the business she has not been involved in before. She looks forward to continuing her career growth within the company, as she “can’t sing Eagle’s praises enough!” 

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