‘Getting to Know’ Vanessa Gould - Customer Service Manager

‘Getting to Know’ Vanessa Gould - Customer Service Manager


Next in our ‘Getting to Know’ series is our highly dedicated and experienced Customer Services Manager, Vanessa Gould who shares with us her insights into working at iCandy...


When did you start at iCandy?


I started work as the Customer Service Manager at iCandy just over 12 years ago, (24th January 2011), it has gone so quickly!


What does a typical day at iCandy look like for you?


Each day is different, as the customer service team interact with all departments within iCandy. My days tend to be very varied and split between supporting the customer service team and a variety of other tasks such as responding to escalated queries, checking retailer email queues, attending weekly Q.C and management meetings, reviewing our customer service accreditation processes and responding to social media queries and reviews.


What is your favourite part of your job?


Working with a great team of people, in a relaxed environment.


What are the things you’ve done at this company that you’re the proudest about?


Working with Assessment Services Ltd and achieving Customer Service Accreditation for the company last year. This was a great deal of hard work but very worthwhile, with every department being involved and providing invaluable input.


What is your favourite memory since you started at iCandy?


Going on a video shoot with our PR team, to film a promotional video with Zara Phillips, at her home in Gloucestershire. The day proved to be extremely informative, setting up the various scenes, using drones for overhead video shots and just seeing the amount of work needing to be carried out to put a promotional video together.


What three words would you use to describe yourself in the workplace?


Honest –  Dedicated - Conscientious


If you weren’t working as a Customer Service Manager, what would you be doing?


I would likely be working in a very similar role, as I have always been very customer and process focussed, so if not Customer Services, possibly an Office Manager instead.


How has iCandy changed as a company since you first started working here?


The company has grown significantly over the years and has invested in attracting many more experienced and like-minded people to join our family friendly company. The customer service team has certainly expanded and have taken on even more responsibilities and are able to offer a more personalised response to our customers and retailers.


Can you give us an interesting or surprising little-known ‘fact’ about iCandy?


The iCandy name originates from the name of the dog, which was owned by our CEO’s family many years ago.The dog was called Candy and the ‘i’ in front, (for iCandy), comes from the launch of the first iPhone at the time. 


If you were MD of iCandy for a day, what is the first thing you would do?


I would add in an option, for all employees being able to take an extra day off, per year, for them to work in/with a charity of their choice.


As a child, what did you want to be when you grow up?


I wanted to be a vet, or work with animals, horses in particular, as I grew up in Lincolnshire with numerous animals at home and always ended up bringing an injured animal, or bird, home to be cared for. To this day, I still do this, only a few months ago, I took an injured Muntjac deer that I found to the vets for treatment.


If you were to give your younger self some advice, what would it be?


Be grateful, be honest, worry less and laugh more. Know that in years to come, what your mother told you, was probably right!

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