Park People: Nicole Gibbons from Hampers.com
Published on 31 October 2022
This month, we caught up with Nicole Gibbons, Head of Customer Care at Milton Park-based Hampers.com – learning more about her role in supporting the company’s mission to ‘bring joy and wholehearted togetherness through gifting’ as they prepare for the busy Christmas period.
Hi Nicole! Can you tell us a bit about Hampers.com in your own words…
Hampers.com, originally established in 1979 as Clearwater Hampers, is now one of the largest privately owned gift hamper companies with one of the most extensive range of gifts in the UK. Year-round, we supply luxury, curated gifts around the world, bringing people together, promoting joy and wholehearted togetherness.
At Hampers.com, we listen to what our customers need, providing an excellent service selecting quality products with attention to detail, packing the hampers beautifully by hand and ensuring safe and efficient delivery. We do this because we understand how special it is to receive a gift prepared with care and love, reflecting the emotions of the customer purchasing it.
What does your role as Head of Customer Care team involve?
I manage the customer care team and ensure customer satisfaction is at the forefront of everything we do. My team understand how important our gifts are to our customers and recipients, so we work hard to ensure our customers always have access to support through multiple channels such as live chat, phone and email.
I monitor and review all these processes to ensure we are always providing the best customer experience while listening to our customers and making improvements to ensure we’re the best at what we do.
What do you enjoy most about your job and working at Hampers.com?
I love what I do and am proud to be part of a company that is set on bringing joy to gifting and creating happiness through our personal touches. Our customer reviews and feedback remind me how fortunate I am to be part of this process, inspiring me to ensure we continue to help people make happy memories and feel connected to one another.
To me, Hampers.com is more than a job; we are a family of people who care. I’m passionate about helping the company continue to grow as every day I see the comfort and love we bring to people all over the world.
What's an exciting project you're working on?
We’ve recently rebranded our customer service team to ‘customer care’ because I felt this represents a much longer-term approach to the work we do and is more aligned with our company values. Customer care moves one step beyond basic customer service by building an emotional connection with our customers, embodying the beliefs and passion of my team.
Additionally, I’m currently preparing for the Christmas period when we release our festive range of gifts and ensuring all my staff have all the support and resources they need to be prepared for this busy time of year whilst also training and developing our newer members of the team.
How does your life and work connect at Milton Park?
My working hours are hybrid, so I split my working time between the office and home. When I’m working in the office, I thoroughly enjoy being based at Milton Park as there are plenty of Park-wide events. It’s a really cool location and for sure one of the best I have ever worked on.
What do you enjoy most about working at Milton Park?
It’s such a lovely feeling when there are community fairs or busy lunch periods - it makes me feel so grateful as it was hard during lockdown when we weren’t able to socially interact with people in-person, so now I make sure I don’t take these things for granted. It’s great to see so many people at Milton Park making the most of the events and amenities available.
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