Introducing Rob Brown, Operations Manager at ParentMail

A huge 90% of our customers say they are happy with their customer support experience, but we’re sure a few wonder who they are talking to when they seek the help of our agents. Introducing ParentMail’s Operations Manager, Rob Brown - a name we’re sure many of you are familiar with!

We sat down with Rob to chat about his role as Operations Manager…

How long have you been with ParentMail?

“I joined ParentMail just over 3 years ago as a telephone trainer and quickly moved into a Team Leader role, in which I was responsible for managing a project moving schools from our legacy systems on to the current ParentMail service. Today, I am Operations Manager, managing the ParentMail Support Team. I am responsible for all post-sale customer engagement; I love my role because I’m passionate about helping schools develop a strong relationship with their parent community by using ParentMail.”

Tell us a little about what you do?

“My day to day workload varies hugely, as I am not only responsible for customer support. I also work closely with our Development Team to prioritise system enhancements based on the knowledge I have gained speaking to customers; we always aim to ensure the services we deliver are consistent with what customers need. In addition, I am the company’s Data Protection Officer meaning I am the first point of contact for all things data protection. I am currently highly involved in the new GDPR scheduled for May 2018. Being a Manager at ParentMail doesn’t mean that you don’t get your hands dirty! I am very much on the front lines when it comes to our customers’ needs - building strong relationships with customers is very important to me.”

What values do you prioritise and encourage in your team?

“I train my team to seek first to understand the customers’ needs before attempting to provide a solution. It might be that there is a simple way we can provide support to what initially seems like a very complex issue. My team are also keen to seek out any opportunities to develop their own skillsets and add further value to the business.”

What do you enjoy most about your role?

“The people I work with at ParentMail are the most passionate, hard-working team I have ever had the pleasure of working with. They adapt to change without argument and thrive off of challenging situations, viewing them as a chance to learn something new and expand their comfort zone.”

Outside of work, what do you get up to?

“I have recently become a new dad and I am quickly beginning to understand the challenges (but also the joy!) of being a parent. Between ParentMail and my new family there’s not much time left for me, but I wouldn’t have it any other way. I am a keen foodie fan and have in the past been known for my gaming skills (reaching number 1 in the UK on Halo some years ago!)”

Thank you, Rob, for taking the time from your busy role to chat with us!

Should you require any support, our team are waiting to help!

Live Chat can be accessed from your ParentMail account. Simply click the ‘Help’ button, located on the right-hand side of the top navigation bar, followed by ‘Live Chat’, and you are just a few moments away from talking to a friendly Support Advisor!

Should you experience any issues accessing Live Chat, please visit click here.

If you would like to know more about ParentMail, contact us today on 01733 595959 or email enquire@parentmail.co.uk.