Customer Services
Arcadia Group

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Gemma W

0.00.00 My name is Gemma and I work for Arcadia Group Limited. I work for customer services and I have been for the past eight years plus now. No day’s ever the same. Basically everyday will always be different because, you know, every customer’s different, every problem is different.

0.00.30 So you know I do enjoy that because throughout the day you do get to talk to a different number of people which sort of you know gets you through your day and having nice customers throughout that day is even better really. I do have a big family. I’m an aunty. I’m a great aunt. I’m a sister. I’m a mother and I’m also a niece myself, so I do have a big family.

0.01.00 My parents, they’re a big inspiration in my life, you know, I’m of a Jamaican heritage and my parents came to this country in 1961 and they’ve always worked and it was very hard back then, you know, as it is now. And they’ve always worked for everything they’ve got and having five children, including me, along the way, so they’re my real inspiration and backbone.

0.01.30 I had a Saturday job when I was fourteen. My sister’s best friend owned her own salon, so from the age of fourteen through to sixteen, that was my Saturday job, and that’s what I was really passionate about and that’s what I wanted to do – hairdressing. I went to college and studied hairdressing; however, I didn’t finish my two and a half year course because I had my daughter in between, and that’s something I really regret – not finishing off my course.

0.02.00 I do think, you know, in life people in general will have a lot of regrets and maybe things they’ve never completed or would like to complete. I would have liked to have finished my NVQ, so, you know, there’s always something to fall back on, because I do feel if you’ve got a career path, no matter what you feel passionate about, no matter what you want to do, always have something to fall back on.

0.02.30 I would describe myself as having a big personality, very bubbly person, a people’s person, somebody who can talk to anybody, get on with anybody I would like to think, somebody who’s a good listener. What motivates me? My children motivate me. You know, when I get up each morning and I see my children, and how happy they are, and how happy they can be as individual human beings, then that’s what motivates me every day.


Gemma W works in Customer Services for Arcadia Group. As a teenager she was passionate about hairdressing but she left her college course to start a family. She enjoys her job but she feels she hasn’t got any qualifications to fall back on, and really regrets not finishing the NVQ in hairdressing.

More information about Customer service occupations n.e.c.

average salary

The UK average salary is £29,813

average weekly hours

There are 37.5 hours in the average working week

36%  male 
64%  female 

The UK workforce is 47% female and 53% male

Future employment

Future employment?

? Job holders in this unit group perform a variety of customer service occupations not elsewhere classified in MINOR GROUP 721: Customer Service Occupations.
There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.
  • Receives enquiries from potential and existing clients, discusses requirements, and recommends products or services;
  • Discusses pricing processes with clients, agrees payment arrangements and handles customer accounts;
  • Makes reservations, books tickets, organises insurance policies on behalf of customers;
  • Follows up clients to ensure their satisfaction with a product or service and to gain renewal of customer service agreements;
  • Addresses customer complaints and problems;
  • Informs customers of special promotions and new product launches.
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Employment status

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