Meet Tori Mockford, Customer Services

Tori joined the TJ Waste customer services team in April and has slotted in seamlessly. Outside of work she enjoys shopping, gardening, fishing and going out exploring, usually with her dog Milo in tow!

WHAT DOES YOUR ROLE ENTAIL?

My role involves taking bookings over the phone and via email, dealing with any queries or issues, and giving out prices and quotes. I’m the first port of call for the customers and if they need assistance with something I can’t deal with, I’ll pass them onto someone else in the team so that all enquiries get dealt with quickly and professionally.

WHAT’S YOUR CAREER BACKGROUND?

My previous job was a customer-facing role at a sweet company, which as you can imagine, had great perks in the form of a well-stocked treat cupboard that we could help ourselves to! I learnt a lot there, much of which I’ve been able to draw upon since joining TJ. Before that I worked in an aquatics centre for seven years, starting as a customer service assistant before progressing onto a role diagnosing fish diseases and facilitating any treatment. It was certainly an interesting role!

WHAT ARE THE MOST REWARDING PARTS OF YOUR ROLE?

It’s really rewarding when you get a “thank you” – it’s always nice to feel appreciated! For example, if someone is happy with the price you’ve quoted them or you’re able to get their skip to them earlier than they were expecting, they’re pleased with the service and that’s a great feeling. 

WHAT IS THE MOST CHALLENGING ASPECT OF YOUR ROLE?

Learning as you go can be challenging as this was a completely new industry to me so there’s a lot to learn! I’ve been learning about all the different waste types, the terminology and how things work, such as what can and can’t go in a skip. You get a lot of random questions in this role, so I need to learn as much as I can about the company and waste types, as well as the skip hire service itself so that I can advise customers with ease. 

HOW HAS TJ SUPPORTED YOU SINCE YOU JOINED?

I’ve had lots of on-the-job training since I joined and the whole team has been extremely supportive. There have been a few times when I’ve needed to re-check information with the team two or three times and they’ve been very patient with me, repeating the information until it sticks! The people here are truly lovely and the joining process has been a very pleasant experience.

WHAT DO YOU PRIDE YOURSELF ON?

Getting it right – I hate making mistakes, it really bugs me! So I always work hard to ensure I get things right first time, and this allows me to provide the best possible service to our customers.

WHAT ARE YOUR AIMS FOR THE NEXT YEAR?

I’m just taking each day as it comes at the moment, continuing to learn and increase my knowledge. I want to do a good job and by the end of the year I’d like to be fully competent in what I’m doing. Perhaps by next year, I’ll be someone that a new team member could turn to for help!

WHY IS TJ A GREAT PLACE TO WORK?

Everyone is really supportive; within just a few days I felt like I was part of the furniture! That’s not something I’ve ever experienced in any other job before and it’s a great feeling. I felt like I fit in immediately, so comfortable and welcomed. It was a pleasant surprise!

Find out more about our services and meet other team members on our blog thread…