A Fond Farewell to Elaine Brear
It is with mixed emotions that we say goodbye to Elaine Brear this month, Elaine has been with the business for over 6 years now as a Software Support Specialist and as we bid a heartfelt farewell, we want to take a moment to reflect on the many contributions and commemorate Elaine’s journey over the years. Elaine’s time with us has been nothing short of extraordinary. Her expertise and tireless efforts in supporting our customer base have not only positively impacted our customers and their abilities to perform their roles, but have left a big mark on us, as a business and our teams.
Q. We’d love to hear more about your career journey over the years, where did it all begin?
“I actually started my career as a Work Study Officer, doing time and motion on the shopfloor of a clothing and box manufacturer. My role was varied and saw me involved in setting rates on the shopfloor for production lines in the manufacturing clothes and boxes for Marks & Spencer’s. After that, I changed my role completely and was offered my first job in the computing world as a Pre- and Post-Sales Support Executive!
Here, it was much more customer-facing and I would take part in demonstrations, training, installations and giving large presentations.”
Q. At The HBP Group, you were part of our Pegasus customer experience team, as a Software Support Specialist, how did this come about?
“Once I moved on from my previous role in the IT world, I moved into a Software Consultant role with another business, this time in the accounting world – this role meant a lot more travel for me, including to sites across the UK, and beyond in Europe! I’d install and run training courses in various companies, large and small, which I did for many years.
When I needed more flexibility in my role and the chance to work from home, I joined The HBP Group as a Software Support Executive. I have enjoyed every minute. It is fast paced, but you learn something new every day.”
Q. That’s a lot of valuable experience! How would you say the accounting-world’s support needs have changed over the years?
“A big thing was the change in queries. Calls have changed from simple” how to” type questions, to more complex issues involving integration with other software applications. It’s meant a continuation of learning from me, which was always supported by The HBP Group. You require in-depth knowledge in relation to an array of topics: accounting, VAT, payroll etc., plus an awareness of statutory legislation.
Also, technology, hardware and operating systems have changed at an amazing rate. In our role as Software Support Specialists, it can sometimes be a challenge as we don’t see the customer – but we are more than just a call centre. In order to do this job, you need to be customer-focussed and positive. I have a lot of customers who have become friends to me and trust me implicitly.”
Q. We totally agree, a good customer relationship makes the world of difference. Can you tell us, what made you decide to become a Software Support Specialist?
“I had a wealth of experience to share that I learnt over the years, and whilst I wanted to reduce my time away from home because of travel, I still wanted a challenge as I’ve always been career-focussed, and that’s exactly what I got in this role.”
Q. You’ve been with The HBP Group for over 6 years now. What would you say has been the key to your happiness in your role?
“The HBP Group have always been very fair. You are treated like a person, as opposed to a number. They invest in their employees, whether that’s training, or from a social aspect.
Something which I think is really important is the senior leadership and management teams are always available; they keep you up to date on everything that is going on in the company – which is important when you want to feel a part of something. Plus, the team I work with are amazing. They always have time to be there for you, if you need it.
And I get real job satisfaction from supporting and helping our customers.”
Q. We can see why you’ve been so happy in your role. What are some of the things you’re most proud of accomplishing during your time here?
“This one is simple. Being able to deliver an answer to a problem. For me, and the same goes for the rest of our team, always delivering a good service is paramount. We want to do everything we can to ensure our customers think we are the very best.”
Q. What are some of the things you’ve enjoyed most about working at The HBP Group?
“I think this one is two-fold.
Our team. From every individual in the team, to my manager, who genuinely cares about us as people.
And our customers. I have a great relationship with them. We don’t always just talk about their work, but about their families, health issues and anything that is a problem to them. Especially during lockdown, just a conversation to make their days feel more positive was a big help to some of them.”
Q. What advice would you give to someone who is just starting out in a career as a Software Support Specialist?
“Firstly, you need to realise that it is a fast paced; you are always jumping from one thing to another, every day. But some other important tips: have a positive attitude. Never be afraid to say “I don’t know” – ask your team if they have ever seen the issue before (you can’t know everything!) Always get back with an answer. When you’re speaking with customers, try and have a laugh or break the ice – it makes all the difference for creating a meaningful relationships.”
Q. Sound advice. What about some advice to someone who is just starting out at The HBP Group?
“The HBP Group have grown a lot since I first joined the business, but they have always been focussed on ensuring that their employees are well trained, team players and that any issue is not unsurmountable to resolve. They are customer-focussed and always deliver a great service. And they ensure that the team are rewarded: whether that’s social events or wellbeing initiatives. My advice is: embrace The HBP Group family. Work hard and the rewards will come. Listen. And never let things build up if you are struggling; speak to your manager – they always listen at The HBP Group and will help with any situation.”
Q. Any final words, Elaine?
“It really is a shame I have to leave. The HBP Group is a great company with a great reputation. I just wish that I had worked here longer. It has been the best company I have worked for throughout my career and it’s the people that make the company. I wish The HBP Group every success for the future.”
As we bid farewell to you, Elaine, we reflect on the incredible journey you’ve embarked on during your career and time with us here The HBP Group. Your career, from a Work Study Officer to a Software Support Specialist, has been a testament to your dedication, adaptability and commitment to excellence.
We are immensely grateful for the knowledge and passion you brought to your role. Your dedication to our customers and your positive attitude has set a high standard for all of us. We wish you every success and happiness in this new chapter of your life. Farewell, Elaine, and thank you for your exceptional service.
A special message from Managing Director Joanne Partridge and Elaine’s manage, Jo Benson:
“Over the years, your invaluable contributions have helped shape our business, for that we are incredibly grateful. As you move on to a new chapter in your life, know that you will be deeply missed. Thank you for your years of hard work and dedication, and best wishes for a well-deserved retirement.” – Joanne Partridge, Managing Director.
“Elaine is one of the kindest people I’ve ever had the pleasure of knowing. Working alongside you has been an absolute delight! You have consistently proven to be a highly esteemed member of our team and we are all so appreciative of your wisdom and dedication. You’ve always been so full of positive energy and warmth, with a laugh and smile that are truly contagious!
Your retirement marks the end of an era. You will be dearly missed by myself, the Software Team, and everyone at The HBP Group! We wish you all the happiness in the world in your retirement – you deserve it! Go and enjoy some well-earned rest, you’re a true superstar!” – Jo Benson, Manager.