We are marking National Mentoring Month, which highlights the importance of mentoring on a person’s life, prospects, and outlook, by sharing one of our own success stories.
Mentoring is an effective method to ensure people know they have someone on hand they can rely on, who can provide emotional support as well as educational and career guidance.
National Mentoring Month is a great opportunity for us to highlight the importance of mentoring and the impact it has had on our teammates.
Using mentoring as part of the training and development of new starters in Copart’s Customer Support Centre (CSC), currently based at our Head Office in Bedford, has proved a great success.
Investing into comprehensive training is vital for this area of our business as the CSC is one of the first points of contact for our Sellers.
Virginia Cracknell, who has been a Customer Service Representative (CSR) since 2017, tells us about her new role as trainer and mentor to new teammates.
What is the role of the Customer Support Centre at Copart?
The CSC deals with instructions from our Sellers regarding vehicles which are ready to be collected. Our team of Customer Service Representatives (CSRs) allocate the assignment to the relevant Copart Operation Centre and once the Seller confirms whether the stored vehicle can be sold or disposed of, they will process this clearance notification through our internal systems.
For vehicles that are to be sold at our online auctions, our CSRs co-ordinate the collection of the V5, keys and documents for these vehicles, which all add value.
For some Sellers, our CSC team liaises with finance houses to remove any outstanding finance on vehicles so that they can be cleared for auction or disposal. And, there is also a dedicated sub-team for managing the process of transferring, retaining, or relinquishing Private Plates (vehicles with personalised number plates).
How did you become involved in mentoring new CSC teammates?
The Customer Support Centre Manager approached me about the opportunity, as I have worked in most areas of the CSC and have built up extensive knowledge of the processes and procedures.
She was keen to implement one-to-one mentoring so we could provide the best onboarding experience possible for our new starters, covering all areas of CSC including phone training – as a polite, friendly, and professional phone manner is a must!
I wanted to take this new role on because there is a need for ongoing support and training within our department, especially with the roll-out of new systems.
Why is a mentor role perfect for you?
Having been in the CSC for just under 4 years, I wanted to grow within the business. So, when I was approached about the trainer/mentor role, I was excited to take on a new challenge and develop my own skills.
I have made it my goal to learn as many of the roles and processes in CSC as possible, and I wanted to pass on my knowledge to others. When new CSC teammates start, they want to see a friendly face, someone who is approachable and confident, who they can rely on to answer questions quickly and decisively.
What training methods do you use to train/mentor new teammates?
Answering the first phone call can be very daunting, so I use a variety of methods to put people at ease. We will go through a script firstly and they will also listen to me make or answer calls.
I am very process focused so the training I provide is based on the company guides available. Ongoing training is provided in person or via Microsoft Teams, using presentations and handouts to make sure everyone is confident in their ability to do the role they have been assigned to.
Why is a personal mentoring approach important for this area of the business?
CSRs are the ‘face of Copart’ to our Sellers and their policy holders, so it’s important that we get our training right to provide consistent and world-class customer service every time.
There is a lot to learn in the CSC and the processes can appear complex for someone who is new to the business. It can be overwhelming for a new starter as there is a great deal to take in.
This personal mentoring approach to training means I can take the new starter through everything they need to know in a calm one-to-one environment.
What makes a mentoring approach successful?
I think my approach is successful because I have the knowledge and understanding of how the department works. That makes me confident that I can pass my knowledge onto others and help them become successful at their roles and within the company.
They get to go at their own pace and ask questions as and when they need to, which people tend to be more comfortable doing in a one-on-one environment. They also know they have someone they can come and talk to in the future, which is very important. My role as mentor does not finish once the initial training has been completed and I am there if people need further help, advice, or refresher training.
Tracy Brown, Customer Support Manager, said:
“Since I gave Virginia the opportunity to become a CSC trainer and mentor, she has really flourished. As well as having extensive knowledge in all areas of the CSC, she is a calm, friendly and approachable person who is very passionate about Copart – making her the obvious choice for this role.
Mentoring promotes engagement and interaction, and gives new starters the bigger picture of Copart and how their role fits in. They build up a strong relationship and rapport with Virginia, so after initial training is completed, they have a friendly face that they are comfortable in turning to for further help and support if needed. We’ve have had nothing but positive feedback from everyone she has mentored, saying how her training skills suit their way of learning.”
At Copart, we think it’s important to understand that everyone learns in a different way. Being able to adjust, change and adapt our approach to meet individual needs is essential for training to be successful.
Having Virginia mentoring new starters in our CSC ensures consistency of training as well as helping to form strong working relationships within the team from a very early stage.
The more engaged and part of a team they feel, the more likely they are to ask for help when needed – which all contributes towards the desired outcome of providing world-class service to our customers.
Jane Pocock, Managing Director of Copart UK & Ireland, said:
“The personal development of our people is something we actively encourage and invest in. We’re committed to supporting our people in growing their skills, knowledge, and experience and are pleased to offer a wide range of training and development methods to achieve this.
Using mentors within the business not only helps to give new employees a more solid understanding of Copart and an ongoing support network, but it also assists with the ongoing personal development of the people performing the mentor role.”
Interested in a career at Copart? Visit copart.co.uk/jobs.
Discover more about Copart’s commitment to personal development.