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Inside CCS Media:
Shannon Spencer, Customer Service Manager

What has led you to this point in your career?

Truthfully, it’s the industry. I initially joined CCS Media through their Customer Service Level 3 NVQ apprenticeship, but the ever-evolving nature of technology sales means that I am constantly expanding my knowledge and understanding of the market. As one of the UK’s largest technology and supplies resellers, I really am learning from the best. My colleagues have helped me to grow over the last 10 years and progress from apprentice level to team leader, and now a manager.


How do you see your career progressing in the future?

The great thing about CCS is that the options are endless for us all. My immediate focus is to keep my team motivated and ensure that they know their opinion matters and is appreciated by the whole senior management team. The pandemic caused a seismic shift for everyone and my team proved to be adaptable in unpredictable times. I don’t believe that I will progress as an individual without prioritising and understanding the needs of my team.

As for the long term, I hope to carry on building on the success we have achieved as a team.

people at a restaurant

What does a typical day look like for you?

Like most businesses, we plan everything out but there is always something that happens to disrupt the day! However, something consistent for our teams is our 9am daily meetings. During these meetings we have a general chat to check-in on each other and report the figures from the previous day. It keeps us motivated and feeling like a team.

As a customer service team, we deal with any problems that the customers may have. We also handle training for account managers and sales managers, educating them on common customers queries and concerns so we can prevent them happening again.


Do you and your team work from home or in the office?

We are currently working on a hybrid basis with flexibility to meet people’s personal circumstances.

I like to be in the office personally because it gives me that break between my work and my home life. But it’s great that CCS Media has that flexibility so when you need it, like for example when my little one was unwell, I was able to just work from home and they told me to take the time I needed.

group photo in Las Vegas

What is the best thing about your job?

The team. We are all extremely close and we have some longstanding members who have been together for most of our careers. It sounds cliché but it is the people that make this company. It seems too good to be true, but it really is the case.


What advice would you have for someone who wants to get into a career in customer service?

Show willing and support to the rest of your team. Make yourself available and be open and honest with everyone. Your job will never be repetitive. Even if you get two queries that are about the same issue or the same product, the way that you deal with them may be different depending on the customer. It can be high intensity at times with a lot of curveballs that could be thrown at you, but it is really rewarding.

group photo

What is social side of working at CCS like?

It really is brilliant! I recently came back from Las Vegas, where the winners of the annual incentive were taken on an all-expenses paid trip. Everyone has a chance to get on that trip, not just the top salespeople, so it feels attainable and inclusive. Throughout the year we also have themed prize draws for occasions like Easter and The World Cup and of course there is the summer party in September, which is my personal highlight! As a team we tend to go on nights out together, which has really cemented our relationship as friends as well as colleagues.

helicopter ride in Las Vegas

Is your team purely long serving staff?

No, we have had three new starters within the team this year and they’ve all settled in really well!

One of our new starters has a degree in mental health and decided to make a career switch. He did not have the office experience although he had skills in other areas that really add value to our team. Sometimes it pays to step outside of what you think you’re looking for.


What would you say to someone thinking of applying for a job at CCS?

Go for it – you won’t regret it! Even if the job is outside of your usual comfort zone, then you will have the support and training that you need to be able to show your maximum capability.

big group photo at Heythrop

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