Tracey Monaghan, Senior Account Manager, Imtech Inviron

‘Working in a customer service industry means you deal with issues every day, I really enjoy working with the client and the team to ensure these are quickly and satisfactorily resolved.’

What led you to where you are today?

Before joining the FM industry, I was working as a Business Account Manager in telecoms. I soon realised this industry was all about the product, so if the product let you down you were limited as to what you can do to make that client experience better.

I decided to join the FM industry as it’s about providing a service, one that is heavily reliant on you and your team working together to make it a good experience for clients. In this role I can ensure our client’s experience excellent service.

What skills do you think you need to be successful?

Have a good understanding of the industry, the company you work for and your clients’ business.

Also, excellent communication skills, being open to ideas and always being a team player.

What motivates you?

Customer satisfaction plays a big part in my motivation. Working in a customer service industry means you deal with issues every day, I really enjoy working with the client and the team to ensure these are quickly and satisfactorily resolved. After all, we are trusted by the client to be the experts. Good relationships strengthen the trust, our brand and ultimately, secures new work.

What do you enjoy most about your role?

I am empowered by our Leadership to implement solutions and to be accountable for the client accounts I’m responsible for.