Interview with Trevor Riddle

Customer Service Manager

Trevor Riddle

Case Study

Name: Trevor Riddle
Position: Customer Service Manager
Company: Carter Holt Harvey
Qualifications: Year 12 Graduate
Age: 33

What is a typical day for a customer service manager?
My day to day tasks involve ensuring that my customer service team are responsibly managing enquires. I’ll monitor aspects such as how promptly phones are answered and orders entered into our system. The most important aspect of my role though is to keep motivation up. The call centre I work in has an open plan structure, so conversation flows easily between my team and morale is kept up.

Are you involved in any training for your team?
This year we’ve spent time trying to identify areas where we can increase the skill set of our customer service team. We have started some training programs with succession planning in mind; we’re looking at people within each of our teams who have the ability and drive to go up the corporate ladder.
What made you choose the Forest and Wood Products Industry?
I was offered a traineeship when i was 18 in the retail timber industry and thought it was a great opportunity to get started.

And are there further opportunities available for you?
I would like to peruse the customer service side of Carter Holt Harvey for the short term. After that I’d also like to investigate the operational roles Carter Holt Harvey have through our distribution centres. I’m also interested in the supply chain aspect where we source our timber and our manufacturing and production facilities. In the future I see myself on a supply chain, production role and I feel as though if I can increase my management skills and develop my team into a great team, then I can leave this position satisfied and climb further up the ladder!

What is your favourite aspect of the job?
The best thing about my job is undoubtedly the team that I work with. Not just my own team but also the greater team at my site.
It’s a real family and – it sounds a bit of a cliché – but the timber industry is like that, they’re just a great bunch of people.
Please note: We spoke to Darren about his career and what he does day to day. We hope you find this useful and interesting – but please remember, that all jobs are not exactly the same and other roles with the same title may be different in many respects. You should confirm all the details of a particular job with the organisation offering it.