Mi Hub Career Journey featuring Matthew.
Matt joined the Mi Hub Customer Operations Team in January 2020, with a main focus on supporting specific key accounts and their wearers, answering queries and placing orders over the phone.
Shortly after joining Mi Hub, Customer Operations along with Matt's role adjusted to cope with the pandemic and ensure the team were best supporting wearers.
Matt's role evolved and along with his Customer Service colleagues, he began cross training and enhancing his knowledge on the wider portfolio of Dimensions customers and wearers. this included:
Matt continued to focus on key customer accounts by managing the customer service email inboxes for select customers, whilst supporting his colleagues through the team's buddying system - ensuring that all customer accounts are covered by colleagues who are fully versed in their range and any complexities.
During the evolution of the Customer Service roles, web chat was also introduced, and Matt was one of the first colleagues trained on how to support customers and wearers through this touchpoint. Matt would dedicate his time to providing outstanding customer experiences for some of the first customers to utilise web chat.
Matt took the next step in his Mi Hub Career when he joined the Purchasing team in November 2022, as Purchasing Co-ordinator sitting in the fabric team and is thoroughly enjoying this step in his Mi Hub career. Here's what Matt had to say: