Introducing our new Customer Experience Supervisor Tracy Lappin

With our ever-increasing customer portfolio, we have been optimising our customer’s journey through our team in Flooring Midlands who take all initial enquiries and provide support through every stage in the supply of our products.

To ensure our customer experience team has a clear direction, we have appointed an enthusiastic new team leader Tracy Lappin. Tracy has vast service-focused experience within her 20-year career at Staples Advantage, ultimately taking the role of European Service Excellence Manager. With extensive and award-winning knowledge around customer’s needs, she has spent many years training and coaching numerous employees globally.

After spending the past 2 years mentoring employees within various organisations to achieve nationally recognised business qualifications, she is now looking forward to settling into RML. As Tracy has already created a strong rapport with the friendly team in Wolverhampton, she aims to put her previous success into practice and develop their skills to be the best they can be.

During her busy induction week, Tracy spent some valuable time with key contacts in the business to understand their roles and received a plan to know what to expect in her role. Tracy commented on her promising start at RML:

‘I have received a warm welcome not only from my team, this has been consistent across the business. Everyone has offered me support and welcomed any questions I have. The team have embraced me joining them and engaged in helping me gain knowledge of their role – so that I can in hand help them. We have already had some early successes which we are all really happy about.’

Head of Operations Andreya Ashwell will be Tracy’s line manager and has been a key decision maker in her appointment and training, as she comments below:

‘Tracy was the ideal candidate for the role as she brings with her a wealth of experience from previous customer experience roles, where she has effectively developed teams and improved processes all with the aim of delighting the customer. Tracy is extremely enthusiastic and positive in her approach and is already proving a great asset to the RML Team.’

To contact our customer experience team, please email or call 01933 279597