Join us as we sit down with Eadaoin, our Client Relations Manager. Eadaoin has been with Hamilton Robson for 6 years and has grown tremendously in her career throughout that time. We chat with Eadaoin about how she transitioned into the role she has today, her tips for people looking to get started and some of her highlights from working with Hamilton Robson – Let’s dive in!

Q.  Can you tell us a bit about your journey into Hamilton Robson?

I’ve always worked in the customer service sector. From my first job at 16, working as a waitress in a hotel, to working in various restaurants and bars throughout my time in college. Once I finished college, I moved on to work as a Customer Service Agent in a recycling plant for 2 years and then became an Escalations Manager at a major online furniture vendor for 3 years.

In 2019 I made the decision to move to London, where I was then introduced to Barry – Hamilton Robson’s Managing director – and the rest is history!

Throughout my career history I was always dealing with customer issues and learned quite quickly how to deal with people and deescalate problems. I suppose I’ve always had that feel for working with the public – I enjoy meeting new people and find it so interesting dealing with different personalities daily. I love talking to people!

Q. Tell us about your transition into the role you are in today.

I started off in a part-time position 2 days per week, working at the ticketing desk and responding to requests for organizing site visits. At the time, it was mainly just reactive requests before we had built our managed service offering up.

Hamilton Robson is different as we have always built strong relationships with our customers which then started to translate into contracts. A domino effect began and over the course of 6 years, I moved into a managerial role and have been able to dip my toes into various accounts and projects across the globe!

My role changed to involve organizing preventative visits as well as reactive requests, and we started to offer our services to events also.  It was very important to have regular check-ins with our customers both over video calls and face to face, which introduced a lot of travel into my day-to-day, which I really enjoy.

Q. How has Hamilton Robson supported you to progress in your role?

Since starting with Hamilton Robson, I always took advantage of who was beside me and made sure to ask lots of questions. As I gained more experience with clients my confidence grew and with the help and support of my colleagues, I was able to naturally progress into a Managerial role for my department and build my own team.

I was able to work closely with Barry, our Managing Director, which gave me invaluable first-hand experience working with a leader. Being able to observe and learn from him helped me a lot in getting to where I am today.

Q. What skills do you believe are key to thriving in the helpdesk role?

Having good communication skills is vital when working the helpdesk. The role involves working with people so it’s very important to always be happy to help and genuinely interested in listening to people. I pride myself on being friendly and approachable, always going the extra mile to help people.

Q. What advice would you give to anyone considering Hamilton Robson as an employer?

I’d tell anyone who joins Hamilton Robson to make sure they throw themselves into every opportunity they are given, even if it’s a task that they’ve never completed before.

One of the best things about working in Hamilton Robson is that everyone is so helpful and will always take the time to explain or give guidance no matter how busy their workload is. There is no such thing as a silly question!

Spend the first 6 months acting as a sponge, absorbing all the knowledge that your colleagues will share and show willingness to learn. The opportunities really are endless working at Hamilton Robson.

Q. And finally, what are your highlights of working in client services at Hamilton Robson? 

Early on in my career at Hamilton Robson, I had a meeting with a client at the Shard in London. I remember heading up to the coffee shop at the top, feeling overwhelmed with imposter syndrome—but the meeting ended up going very well! I came out of that meeting thinking I can really go somewhere with this company if I put the work in.

My ultimate highlight has to be traveling to the US last year and going to meetings in the New York Times building and the World Trade Centre. I was heavily involved in a project there, it was impressive to think that we had completed a project in such a high profile place. Being able to see the great job that the team had done and what we achieved will always stick out as a highlight for me.