BY Emma Fogg

DATE: 16 AUG 2019



As our business trip to Milan draws closer (now less than two weeks away), our client services team is in full swing making sure every box is ticked, every i is dotted and every t is crossed.

In this day in the life blog, we catch up with Emma to get a further insight into what life in client services is really like…

Q: Tell us a bit about your previous roles and education

Emma: I attended a Strathclyde Business course at City of Glasgow College but left after the first year as I was offered an apprenticeship and really liked the idea of working and earning money at the same time!

I completed my SVQ3 Level 6 in Business and Administration in late 2015 whilst working as an Administration Assistant at Jackson Boyd Solicitors. I stayed there until January 2017 before moving to KWC as a Client Services Coordinator.

Q: What specifically attracted you to work at KWC? 

Emma: The working environment, I really liked the idea of working in a smaller office. Plus I felt KWC offered a real opportunity, with support behind it, to progress and improve my career.

Q: Describe your role at KWC? 

Emma: It’s my job to deliver the best client experience – this is a top priority for the client services team. By making sure that all events run as smoothly as possible, we guarantee that every client receives a quality service and all delegates receive the best possible learning experience.

Q: Do you have any specialist skills/experience you would like to highlight?

Emma: I’m extremely organised in my work and personal life which really helps with my job role! I’m also good at multi-tasking and meeting deadlines.  

Q: Describe a typical day for you – is there such a thing?

Emma: Very busy, except for a few weeks over the summer. We always work 4 weeks ahead to make sure there is enough time for all events to be organised and to run as smoothly as possible. 

 Some of my typical daily tasks include answering emails and phone calls, sending out pre-work, saving over feedback, sending out logistical forms, saving over information and passing all information to the trainers to make sure that they have everything they need for each event.

Q: What has been your biggest professional success/achievement?

Emma: My promotion to Senior Client Services Coordinator last year. I worked really hard for it and was absolutely delighted when it paid off.

Q: What is your favourite thing about working at KWC?

Emma: Definitely the people – I’m surrounded by a great team and we all support each other every day.

Q: What do you do to relax/unwind?

Emma: I love exercise - it really helps me to zone out and relax. I go to the gym 3 times a week.


So tell us about Milan…

Q: Have you been to Milan before?

Emma: I’ve never been to Italy before and I’m very much looking forward to it!

Q: What are you most looking forward to?

Emma: Meeting our client. All of our contact is by email or phone so it’ll be great to meet them in person. I’m also looking forward to the food – well who wouldn’t be!

Q: How much prep is involved for a trip of this scale?

Emma: A lot. I started the logistical requirements process around 6 weeks before the event. This gives us as much time as possible to make sure that everything is set up and good to go. There was also a full day meeting with all of the trainers to discuss the event and to make sure the delegates receive a top notch experience.  

Q: While on location, what will your duties include?

Emma: Providing support to the client and trainers where necessary. It’s also an ideal opportunity for us to observe the trainers in action.



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