The boss who's only satisfied when you are.
Call us up and you'll find yourself chatting to our Customer Services team. These experts underpin all our efforts in providing industry-leading products and services.
Never without a smile, Andrew Blewett is the man in charge. Click the video to hear Andy's story and learn why he's so passionate about great customer service. →
Our second Merger Diaries entry is a click away.
Escape to the country
With a family name synonymous with the glove and workwear industry, Andy has been working with HPC Healthline and now Polyco Healthline for the last 12 years.
A Londoner born and bred, he loves his curries, his family and Daisy the dog. But when the opportunity came up to move to Bourne, Lincolnshire, Andy jumped at the chance to have a more rural lifestyle. (Daisy likes it too!)
We're always listening
The stakes are high in today's industry. There are plenty of places you can find products, meaning it's difficult to stay competitive. But we will always strive to be number one in a single area:
And from what we've heard, that's important to
So for his team who spends every day interacting with customers, Andy encourages a culture of listening. We want to help with your daily problems, but we also love to dig deeper to understand your longterm needs. Only then can we offer solutions that make it easier to do your job.
"The way to win business in the PPE industry is to provide the best customer service."
– Andrew Blewett, Head of Customer Services
Robots are rubbish
We've also learned that you're not fans of pre-recorded phone messages. Rest assured, that makes complete sense to us: if anything is wrong with your order, a robot voice is not too useful.
To address this, you can expect to wait only three to five rings after calling before a human answers. Andy believes so strongly in this rule that it's now a KPI he monitors daily. So give us a call and you'll be speaking to a responsive and empathetic expert in no time.
Coral (often mistaken as Carol) finds it rewarding to help customers.
What does the future hold?
The Customer Service team's way of doing things has improved dramatically, simply from merging two customer-focused companies together.
But Andy has plans for further technology-based efficiences. So expect soon to enjoy paperless order processing, greater transparency and traceability in the delivery process, online proofs of delivery and more automation – freeing up time for our staff to spend more time with you.
Head of Warehousing and Logistics, Steve, and Logistics Manager, Andrej, chat with Non Executive Director, Barry Prichard.
How can we help?
Say hello to our professional problem solvers...
With Polyco Healthline providing everything for your personal protective needs, the customer services team offers everything you need to get those products to you.
You may have spoken to any of these fantastic people over the phone, but now you can put faces to names and hear their amazing stories.
98th percentile or better
From the moment you place an order with Polyco Healthline – the Customer Service team is constantly on hand. Our goal is to deliver every order on time and in full.
We employ happy people who love speaking to customers and solving your problems. They also work hard to achieve our targets. For example, over 98.5% of orders are released to the warehouse within five hours of receipt and then 98.2% of those are delivered within 24 hours of being released.
Sound impressive? Well our goal for 2017/18 is to achieve a service level target of 99%.
Better than a Magic 8-Ball
Our team is equipped to handle all sorts of questions, including:
- Where's my order? Has it been delivered?
- How competitive is this product? Can I get a better price?
- What size or gauge is it? How many in a case?
- I forgot a product off my order, can I add this?
- Something was missing from my delivery...help?!
- Can I speak to my account manager? Or get put through to someone else?
Know who your friends are
All of our business is centred around relationships. We'll limit the number of people who take your call, so we can get to know each other and learn your needs. And with our buddy system, if your Account Manager isn't available, their Customer Services buddy will know you by name and be up to date with your orders and concerns.
The team is spread over three sites: most of the team are at the new company HQ in Bourne, and others operate from our London offices in Euston and Morden. Anyone can speak to you about any product, but if you're after someone in particular, simply hold the line while we transfer you over.
"Polyco Healthline's goal for 2017/18 is to achieve a service level target of 99%."
– Andrew Blewett, Head of Customer Services
The team you love will still take your call
Bespoke warehouses and offices are relatively simple to relocate, but what about moving our staff?
We were delighted that, thanks to their commitment and tenure, almost everyone from Enfield was happy to move too. That's because at Polyco Healthline, we work hard to build a positive team environment.
"Working for Polyco Healthline feels like being in a small family: my coworkers are genuinely nice."
– Louise Sargent, Customer Service Executive
Best of all, this means that – regardless of our relocation – you get a consistent service from the executive who has dealt with your account for months and years.
Side by side, sisters Kadian and PG serve our automotive customers.
More than just a job
Because serving customers can be stressful at times, we build morale and team unity in and outside the office. After all: it's the people you work with every day that you spend the most time with.
So all over the office you'll find longstanding friendships, between service executives Coral and Louise who both started on the same day, between Alice and Charlotte who share day-to-day management. We even have sisters working side by side serving the automotive sector enquiries, Kadian and Peta-Gaye.
All these Londoners uprooted to live in Bourne earlier this year to stay with Polyco Healthline.
The team also socialise together: Friday drinks, birthday parties and trips to the dogs are regular events. And for those who don't always count calories, a (not so) healthy tradition dubbed 'Fat Friday' is a weekly lunchtime indulgence.
Fancy a chat?
Our specialist team are only a phone call away:
+44 (0)20 8335 3636
for our Morden office.
+44 (0)20 8443 9000
for our Bourne and Euston offices.