Gareth Evans - All in a day's work - Jobs - Translink

All in a days work |

Find Your Translink Service

Gareth Evans
Call Centre Supervisor

Gareth Evans

(extract taken from Autumn 2006 Expresslines)

1. Describe your job.

As one of five Supervisors, we are responsible for the smooth day-to-day running of the Call Centre, and making sure that our agents provide the best possible customer service to our callers. We liaise with other departments, particularly NIR and Metro Control, and Ulsterbus Inspectors, to make sure the Call Centre agents have all the necessary accurate information. We also post all the ‘Latest Travel News’ information on the Translink website. Recently we’ve taken on a number of other roles, including processing the various online Enterprise promotions, such as the ‘2 for 1’ and ‘Dublin Seat Sale’. We sometimes deal with the odd complaint as well!

2. How long have you worked for the company?

Three years and 3 months.

3. What did you do before this current job?

Actually Translink was my first proper job! I joined the Call Centre as a part-time agent during my Upper Sixth year at school, then went fulltime, then Relief Supervisor, and now full-time Supervisor.

4. What qualifications or special qualities do you need for your job?

Apart from a sound education, the most important qualities are people skills. You need to have a mind for customer service, as unfortunately not all of our customers are happy ones! It’s also important to be a good team player, and it helps to have some IT skills. Having a pretty extensive knowledge of local geography and Translink services also comes in handy!

5. What do you find most challenging about your job?

The Call Centre is all about communication - liaising with many different departments on a daily basis is the norm. With so many services, fares and promotions, it’s sometimes difficult making sure all of our information is as up to date as it can be.

6. What major project have you worked on?

The introduction of Metro was probably the biggest challenge the Call Centre has faced. I tried to help out by creating a comprehensive booklet containing route information for each of the new services. My manager suggested entering the ‘Young Customer Service Professional of the Year’ award at the Customer Service Awards Ireland 2006, based around the Metro project. So I entered, and I won! It was a big surprise, a great honour, and a testament to the hard work of all of my colleagues.

7. What aspect of your job do you enjoy most?

The craic in the office is always good. And, although it’s not always easy, I do enjoy dealing with the public.

8. What are your main hobbies or interests outside work?

I enjoy travel, music and sport, and I’m a bit of a news junkie - I like to keep up to date with what’s happening in the world. I also have an 18-month old chocolate Labrador called Rolo, who keeps me busy!

9. Where is your favourite spot in the world?

Downhill Strand near Castlerock. It’s an outstanding place, and it’s on our own doorstep.

10. What is your favourite meal and drink?

Favourite meal is sausages, bacon, beans and mashed potato! Proper ‘Norn Iron’ grub! Favourite drink is Jack Daniels & Coke - which usually means an expensive night out!

11. Who would you most like to be stuck in a lift with?

Apart from Mr Otis, it would have to be Evangeline Lily, who plays Kate in Lost. I’m a big fan of the show, and she might reveal a few secrets. Plus, she’s not a bad looking girl either!

12. What’s your most recent CD purchase?

The Embrace album ‘This New Day’.

13. Which celebrity would you most like to have dinner with?

Bono. He’s an icon of our generation, and I imagine he’d have a few stories to tell.

14. What car would you love to have, money no object?

A bright yellow Lotus.

15. If you won the lottery, where would you like to live?

To be honest, I’d probably still live in Northern Ireland. But I’d have a penthouse apartment in Paris, just for the weekends.

16. If you had to change career, what would you like to be?

TV news journalist. I like asking questions.