At Hyve, we’re proud to have recently been recognised as one of the UK’s Best Workplaces™ by Great Place to Work®, the global authority on workplace culture. This is the second consecutive year that we’ve been recognised among the UK’s Best Workplaces™, emphasising our investment in our people and our commitment to creating an environment that makes people feel valued at work.
As part of the award, Hyve employees completed a survey, with 100% of responses agreeing that when you join Hyve, you are made to feel welcome. With this in mind, we wanted to find out what else makes Hyve an enjoyable place to work, from one of the people who helps make it that way.
What’s your role at Hyve?
I’m the Customer Experience Manager at Hyve, and my job is more proactive than reactive – it mainly consists of reaching out to old customers and giving them some love.
How would you describe the relationship you have with Hyve’s customers?
I only started at Hyve in February, but the interactions I’ve had with customers so far have been great – in fact, there hasn’t really been a bad one. A lot of the calls I have with customers are along the lines of, ‘it’s a solution that just works for us.’ I haven’t had anyone say, ‘it’s rubbish we need to change this, this and this.’
I think sometimes there’s a risk that if everything’s working well with a service, customers don’t get much interaction with the company providing it, as they’re not getting in touch to raise an issue. That’s why I really value the work that my team does – reaching out and putting a face to the name, so to speak.
My opening line on most of my calls is, ‘Hello, I’m a real person and I’m looking after you’, which customers really seem to enjoy – they see we’re not a faceless organisation, but that there are real people behind the work we do.
In these calls, we’re mainly asking customers how it’s going for them and how they’ve found our response time to be. This gets fed back to the Technical Support Team, usually in the form of ‘you’re doing a great job, keep it going.’
Is there a particular interaction you’ve had with a customer that sticks out to you?
I spoke to one of our customers who had experienced problems while operating on a legacy shared mail server. I went into the call with a good understanding of the issues that had been raised by the customer previously and with my technical knowledge, I was able to explain their current setup in simple terms and suggest they take up their own dedicated server, to reduce their costs and give them more control.
I said, ‘It’s like you’re living in a block of flats, you’ve got your own apartment which you can change, but the overall management is done by the building managers, which is us. What I want to do is take you out of that block of flats and give you your own house, where you can do whatever you want with it.’
This allowed them to understand the difference between their options, and helped them to make an informed decision, based on this.
What’s the atmosphere like in the Hyve office?
Our office is a really collaborative space, where there’s lots of room for in-person discussion. I can go to the tech team and ask for their thoughts immediately, so we’re able to collaborate with instant responses – this obviously translates to quick response times for customers.
The general vibe in the office is ‘work hard, play hard’. We’re all mates at the end of the day and get on with each other, both in and outside of work. When you need something from someone in the office, everyone’s more than happy to help.
What do you think makes Hyve different from other workplaces?
It’s the feeling of no one being better than anyone else – everyone’s just pulling together to make sure that our customers get the most out of their experience with us.
In previous workplaces, I’ve almost been scared to talk to the directors because they have an attitude of ‘you work for me, get to it’, whereas with Jake and Jon, you don’t feel like that at all.
There’s a ‘keep me involved’ attitude where they’re happy to jump in and help you wherever they can.
What’s your favourite thing about working at Hyve?
I think it’s the camaraderie among the group. It feels like you’re hanging out with mates, who are all passionate about the business and working towards the same end goal.
The morale here is so high and it’s really refreshing to have that from where I’ve been before. I’m genuinely pleased to come to work every day, and I know that’s not something that everyone can say about where they work. On Friday’s we usually go out for a team lunch, and after work, we’ll have a couple of drinks – it’s always a laugh.
We don’t have any customers that you dread speaking to either – our customers are happy, which I think is a reflection on how we do business.
If you’d like to speak to one of our cloud experts about how Hyve’s award-winning support could help your business, get in touch via our form today.
