Rachel Birtles

Rachel Birtles

Contract Manager

Rachel has extensive customer service experience, working for Lloyds TSB Bank for 10 years as an Adviser and Team Leader. She then started at Connect Assist as an Adviser, progressing to Team Leader and finally Contract Manager.

Rachel has made it to the final three for ‘Advisor of the Year’ in the Welsh Contact Centre Awards. She’s also completed NVQs in Customer Service and Management while working for us.

Her day-to-day role involves managing customer interactions – “the good, the bad and the ugly”. She also manages the requirements of Team Leaders and the service delivery for their respective teams, balancing the conditions of Connect Assist with those of the customer. She says, “I constantly look for ways we can develop and learn as a business to always be better.”

Rachel says the best thing about working for Connect Assist is being able to help a huge variety of service users and customers. “We have grown up so much as a business in the last two years and the change has meant that not only are we providing a fantastic service for our customers but also for our staff. I really get huge satisfaction from seeing our own people become more successful versions of themselves.”

Outside work, you’ll find Rachel “doing my real job of cooking, cleaning and being a slave to my kid!”

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