Over the next few weeks we're going to be introducing our team members- we thought that you'd like to meet the real people behind the phones – those who make our award-winning service what it is.
We know that many of you using our services here at AR build close relationships with team members, even to the extent you end up with your own 'go to' person – no favourites of course!
Just to kick us off we're introducing Lauren Gill – Lauren joined us in October 2019, making her both our newest team member and our youngest. Despite the fact that Lauren has spent more time working from home than she did in the office due to Covid, she's grown into a fantastic patient advisor – let's hear what she has to say:
"Hello! I'm Lauren, age 21 and I'm a Patient Care Advisor here at Aesthetic Response. I've never looked back since I left school to begin an apprenticeship in customer service! I'm extremely passionate about providing great service both face to face and over the phone. After several years of training and gaining experience in customer care and administration in a different sector, I felt I was ready for a more diverse role in an environment where I could really apply what I had learnt to offer a 5* customer experience. This is why I chose to apply to AR, as an award-winning company I knew I could put these skills into practice.
I don't see working at AR as simply being a 'job' - I thoroughly enjoy taking calls, often as the first point of contact for the patient, building that all important initial relationship with them to ensure that they feel comfortable and confident. My role is to talk through anything they wish to know, steering them to booking that all important appointment whether for consultation or ongoing treatments. It is so rewarding at the end of the day knowing how many people I've helped take their first steps, building their confidence to enable them to think "why wouldn't I book an appointment?".
The role is complex as I need to confidently navigate a wide range of CRM systems and payment platforms. I manage the diaries for a wide range of clients, those who are single practitioners to those who have a number of treatment rooms and practitioners. I need to know about of a wide range of treatments, from fillers and wrinkle treatments to laser, skin treatments, fat reduction and bespoke packages, from treatment times to prices, which practitioner offers which treatment and which room to book... I could go on! The main tool I use to enable me to have all of this information at my finger-tips is our own purpose-built database – it underpins everything we do here at AR!
This role is so different from my past experiences- I get to really engage with people on all levels and every call is different – I may be speaking with a new enquiry one minute, then a regular patient or the practice owner the next. My naturally friendly, helpful and chatty persona really helps me to adapt to each and every call whoever I'm speaking to.
Working from home has certainly been very different and is not something I'd have chosen to do a year ago, however with support from all my colleagues here at AR, and our clients it has really boosted my confidence!
Becoming an Aesthetic Awards Finalist, especially after a very uncertain year, has made me reflect on exactly why I love working here at AR and it has shown me how greatly appreciated the AR team are- it makes it all worth the hard work!"
When I'm not at work taking calls I enjoy a number of things such as baking and going for long walks both of which I 've been able to do a lot of during this lockdown. I love spending a lot of time with friends and family, sadly this is not possible at the moment however I'm looking forward to seeing them all again soon, in the meantime my partner Aaron is great company - maybe all my baking is keeping him sweet!