Leaha came to Connect Assist in 2012 fresh from a law degree at Swansea University.
She has continued to study ever since, whether through NVQs or home learning, and gained her Certificate in Money Practice through Staffordshire University in 2016. This gives her the knowledge of the scope of regulated financial services that she needs to run Connect Assist’s Benefit, Debt and Money Advice service.
As Contact Centre Manager, she is responsible for the overall running of the centre – a varied role that can look very different each day. It can include meeting with the Contract Leads to ensure their services are delivering against the Service Level Agreements (SLAs), meeting clients, writing reports, and working on contact centre projects right from the implementation stages onwards.
Leaha says: “I love working for Connect Assist because we are an organisation that cares. We work hard, not just for the clients, but also for the person on the end of the phone. Unlike a typical contact centre, it’s not just about SLAs and financial gain – it’s about people who need support. I can relate especially to people who use our Forces’ helplines as my partner is a serving soldier, so I understand the difficulties they may face on a daily basis.”
When Leaha’s not at work, you can usually find her down on the beach with her fur-baby, Lola.