Staff spotlight - Joanne Sinclair - Field Account Manager (FAM)

Joanne, you had been with Total for some time before becoming a Field Account Manager (FAM). How did your previous position prepare you for the new role?

I was able to get a really good feel for how the business worked when I was Sales Administrator, becoming familiar with our products and tariffs and speaking to customers, all of which made my transition to a FAM easier.

What attracted you to the FAM role?

I very much enjoy meeting people and building relationships, which is a major part of the FAM role. I was looking for a new challenge and the role with its varied responsibilities and opportunity to travel presented itself as an ideal progression for me.

What qualities do you feel you have been able to offer?

Quality of service is paramount to the company and I like to think I come across as friendly and approachable. Both of these qualities help enormously, especially when it comes to ensuring a customer is happy with a new agreement or demonstrating our online facilities. In essence, I always try to remember to treat my customers as I would like to be treated myself.

Tell us more about what a typical day involves for you?

No one day is the same for me, although it will normally start with checking my diary and then once I know who I am visiting, making sure I have all the relevant paperwork with me to head out. Meeting in this way gives the customer the confidence to know they have a dedicated point of contact to review a tariff, receive a demo or discuss a re-sign of numbers.

Throughout the day, I also receive email requests from my colleagues and other customers, all of which I attend to on my return to the office. I am also responsible for booking my own meetings which I tend to do well in advance, so I can visit up to three customers a day.

Which aspects of the job are you most enjoying?

Being in a position to champion our services and offer first-class account management is a really positive aspect for me, as is the variety the position offers and of course the opportunity to meet so many different people.

Is there anything that you have found challenging?

Diary management is key to the success of the role and is a focus for me at the moment, although I am happy to say one I am learning to master effectively. It is essential I am able to prioritise efficiently, so I can visit as many customers as possible.

How do FAM’s interact with other departments at Total?

Both Anna and I work very closely with our respective Regional Sales Managers to ensure agreements show optimum benefit to the customer. As you would imagine both the Customer Service and Admin teams also play a key role, processing agreements and assisting with customer queries.

Teamwork is vital for the procedures at Total to work smoothly and thereby give the best possible service.

You have travelled extensively; tell us more about the places you have visited?

Yes, I have been lucky enough to visit South East Asia, Australia, New Zealand and Fiji. All are wonderful places, where I saw the most amazing sights and met so many interesting people. Travelling is certainly addictive and I’m looking forward to returning one day.

Any unusual or memorable experiences to tell us about whilst you were travelling?

It has to be jumping out of a plane at 14,000 feet, climbing a glacier in New Zealand and learning to Scuba Dive in Malaysia.

What else do you like to do in your spare time?

I love to shop but apart from this, as long as I am spending time with friends and family I am happy.

Which five words best describe you?

Happy, friendly, relaxed, conscientious and loyal.