Hi there! My name is Marlena, and I’m a part of the Learning and Development Department at the ESP Group. I’ve been with ESP for 2 years now. I started as a part-time telephone advisor, then moved to the Support Service office. When an L&D role opened up, I applied for it and got it. My favourite part of my job is that every day is different.
My day starts at 5:30 am. I wake up, get ready for work, and pack school lunches for my daughters. I have a 7-mile drive to work, and I get to enjoy beautiful sunrises in the spring and summer, and darkness at other times . When I arrive at work, I check my emails and see if there are any urgent taxi requests for disabled passengers. If things are under control, I grab a cup of coffee. On my way to get coffee, I also check how many documents are awaiting my QA review. I usually review around 1000 letters and cards for our customers each day, which takes me 2 to 3 hours in the morning. While seated at my desk, I also assist our advisors in the Arbroath contact centre and keep an eye on chats in case anyone working from home/the Hull office needs help.
Around noon, I have my lunch. Most of the time, I make a cup of tea and enjoy a homemade lunch. Today I had chicken curry and banana bread. I may go for a Tesco Meal Deal sometimes, when less organised.
The most significant part of my role is supporting advisors, providing training sessions, updating training materials, and monitoring calls for the services. All our training, call monitoring, and completed emails need to be logged, which is another significant part of our roles. We need to ensure that everything we do is properly documented. In the afternoons, I make sure to update my calendar with tasks that need to be completed the next day.
After work, I do the usual adult stuff – cleaning the house and preparing meals. I love spending time with my daughters and husband. Lately, Emi and Amelia have discovered a new hobby: painting! So, we spend a lot of time in the conservatory room improving our art skills. I also enjoy reading books whenever I can.