Becky has quickly become an integral part of the team, bringing empathy, warmth, and a deep sense of connection to everything she does. For her, the most rewarding part of the job is working alongside colleagues who feel more like family. We sat down with her to talk about what fuels her work, how empathy shapes her approach, and how planning a DIY wedding— courtesy of a TikTok rabbit hole—has become her latest passion project outside the office.
What Does a Customer Engagement Manager Do at Everything Tech?
The Customer Engagement Team (CEM) are the essential alignment between the business & the customer needs. The team usually is at the forefront working with the entire customer base & rest assured have customer’s best interest at heart. We are unique because the team attack things from more of a commercial perspective as opposed to technical & sales and bridges the gap between. We are responsible for the day-to-day love & care handling of our clients. The company recognised the need for a more elevated level of service & of the back of this CEM was born.
What Does a Typical Day Look Like for a Customer Engagement Manager?
CEM is a fast-paced environment & is very customer dependant. Typically, the day to day is ensuring the team are focusing on delivering the best customer service possible. We focus on tasks internally daily to help improve response times, communications with customers & ensuring transactional processes are carried out as smoothly as possible. Working alongside all key areas within the business whether this is technical, business support, sales or billings and contracts we touch on a little bit of everything, every day. Our goal at the end of each day is to ensure that the customers we speak to have a positive experience, resolve issues as quickly as possible & the customer is happy.
What’s Something That You’ve Recently Learned That’s Helped You in Your Role?
Although I have been at Everything Tech for 5 years, I still strive to learn new things. I recently realised just how much of an empathetic person I am, always putting others first and I have noticed just how much this plays a key part in my role. Empathy goes a long way,
understanding frustrations and the needs and urgencies of our clients really helps in those difficult conversations sometimes.
What Productivity Tips Help You Stay Organised in Your Role?
I still manually write down tasks & have great satisfaction crossing it of my notepad. I also use reminders in my calendar – very old school but works a treat for me.
What’s the Most Rewarding Part of Working with the Team?
I touch base with almost all teams within the business daily and the team members are my favourite thing about working here at Everything Tech. We are a family and take care of our own. My mum always said you are at work a long time and you don’t need friends to do your job, but it helps – she is 100% correct! The most rewarding part for me is going into the office AND being surrounded by not just colleagues, but friends I’ve made along the way.
What’s a Recent Challenge That You’ve Overcome at Work?
Although Account Management has long been a part of Everything Tech, the CEM function is a much newer addition. When I was first invited to join this department, it was a blank canvas — just me, with no established processes or expectations. While that initially felt challenging, it also gave me the opportunity to shape the role from the ground up. Over the past few months, CEM has gained real momentum. With a growing team and a clear direction, we’re diving deep into what true customer engagement means — and we’re already seeing just how impactful and valuable it can be for the business.
What Exciting Customer-Focused Projects Are Coming Up at Everything Tech?
Customer engagement is always lending a helping hand to various campaigns. With cyber security on the attack worldwide, Everything Tech is launching a Cyber Security Audit which is free for all customers where the team advise and offers guidance on how to improve Cyber Security within their business.
What Do You Enjoy Doing Outside of Your Customer Engagement Role?
Outside of work, my time is taken up being chief taxi for my son and cleaning up hair from my chocolate Labrador. I do love a cheeky takeaway and socialising with my friends. I am getting married next year so I have fallen down a rabbit hole looking at DIY wedding TikToks! So who knows, maybe I will gain a hobby after all.
Great teams are built by great people.
Can you see yourself thriving in a dynamic, collaborative environment like the one Bob enjoys? At Everything Tech Group, we’re all about innovation, teamwork, and tackling challenges together.
This could be the start of something great, are you ready to join us? everythingtech.co.uk/careers/
