M6toll 15 faces case study – Customer support

15 Years of Customer Support

Michelle joined the M6toll 15 years ago in 2003 and is based at head office in the Customer Support team. She started out working on the tolling plazas as a Toll Assistant. After two years she moved to the head office where she joined the Customer Support team.

Over the past few years the team has grown from three to nine in order to speak to increasing numbers of customers using the road and those enquiring about money saving TAG products.

Hi Michelle and thanks for speaking to us. How would you explain your role at the M6toll?

As part of the Customer Support team, I’m one of the first points of contact for customers on the road.

Often customers contact us with a query before or after using the road and we do our best to provide a helpful response. We also set up new electronic TAG accounts, and for customers who use the road regularly we look at their journey and help them to find the best payment options.

My role in the Customer Support team is very similar to working at the tolling plazas. I tend to get asked a lot of the same questions but as I’m based in the office I have more time to talk or respond in detail.

What’s the most common question that people ask you?

One of the most common questions people ask me is where can they get to when using the road.

Many people don’t know that we’re a great option for reaching local areas like Lichfield, Tamworth or Cannock. Drayton Manor & Birmingham Airport are also easy to get to from our road.

I’m also asked where the road starts and ends.

What’s the strangest call you’ve received?

A gentleman called in to say that he had seen an elephant on the road. After checking CCTV we realised it was in fact a life-size elephant made from wood on the back of a truck. The confusion definitely caused a few laughs in the office.

What do you most enjoy about working at the M6toll?

I enjoy the variety of the calls we get; one minute I’ll be setting up an electronic TAG account for a new customer and explaining how the system works, and the next minute I could be supporting our Commercial Accounts team with our much larger accounts. I also enjoy just talking to customers and being able to help them.

What’s one thing everyone should know about the M6toll?

The M6toll is a great road – It’s free flowing and easy to get onto but it’s also a great place to work.

To read another of our 15 faces articles, Click Here.

If you think you would be a great addition to our M6toll team, keep an eye on our vacancies page or follow @m6tollroad on social media to see the latest updates.

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