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At William Smith, our 'Buddy System' pairs distinct roles for a unified customer service approach. Jemma and Joanne, both adept in telephone-based roles, combine their expertise to ensure constant, effective client engagement. This partnership highlights the system's adaptability and our commitment to responsive, top-tier customer experience.

Q: "Could you both share a bit about your background and roles at William Smith?”

Jemma: "Sure, I'm just a few months shy of my fourth anniversary at the company. My journey began in Internal Sales Support, and I quickly found myself in the role of an Account Manager after only four weeks! My current position as a Telephone Account Manager is an entirely new role for the company so I’m still finding my feet at the moment! I’m essentially a rep who is based in the office instead, which makes it easier for me to contact as many customers as possible!”

Joanne: "I've been with William Smith Group for two years now. I've always worked in customer service roles, and a friend at my old workplace suggested I apply for the sales role here as she thought I’d be a good fit."

Q: "Now, what was your first impression of each other?"

Jemma: "Joanne’s hilarious. She comes out with some fantastic one-liners!”

Joanne: "Jemma’s very driven and it was clear from the start that she had the right passion and mindset to succeed in business.”

Q: "Communication is key. How do you stay aligned with each other?"

Joanne: "The fact that we're both based in the office makes it a lot easier. It’s great that we can just pop over and have a catch-up whenever suits!”

Jemma: "Absolutely. We're practically neighbours at work, which makes syncing up on strategies as simple as swivelling our chairs around."

Q: "What were your first impressions of the area you're responsible for?"

Jemma: "I think there’s a lot of untapped potential that's been waiting for some TLC, and I'm all in for ensuring that happens! It’s the second-largest area in terms of the number of accounts so we’re going to be busy!”

Joanne: "There's been a bit of a shuffle in terms of our account managers in the area in the last few months so we’re ready to provide some much-needed stability. We’re keen to hit the ground running and strengthen the existing relationships with customers.”

Q: "What's the best part of working with your buddy?"

Jemma: "Joanne's attention to detail is something I deeply appreciate. We click because our work styles are so similar, and we both have a real drive to get things done."

Joanne: "Having Jemma there is a great help. She knows my role inside out and is always ready to lend an ear or a hand. It's great having that level of support."

Q: "Lastly, if you had to describe your buddy in one word, what would it be?"

Jemma: "Hilarious.”

Joanne: "Confident.”