Get to know your Client Services team

Get to know your Client Services team. At Granby, the success of our client relationships hinges on the dedication and expertise of our team members. And we pride ourselves on fostering a team of dedicated professionals who are committed to delivering exceptional service to our clients. This post should give you a clearer insight into just who they are!

Team Structure

Earlier this year changes were made to the structure of the Client facing team at Granby. This chart shows how the team now ‘fits together’.

Kayleigh brings an important extra level of service and control to the team structure. On a daily basis she works very closely with each of our expert Client Partners – Niamh Powton, Rebecca Hanslip, Chloe Goss and Klaudia Sadzynska.

This team works across all aspects of Granby business. From customer service, 3PL, promotional marketing to everything in between.

Meet Kayleigh Scott: Granby’s Dynamic Client Services Manager

Kayleigh Scott joined us as a Client Relationship Manager in September 2022 and was promoted to Client Services Manager in March 2024. With her extensive background in buying, selling, and account management, Kayleigh brings a wealth of experience and a fresh perspective to our team.

A day at work for Kayleigh Scott

Kayleigh’s role at Granby is multifaceted and dynamic. As the Client Services Manager, her primary focus is on relationship management and client satisfaction. She oversees and supports each of the client partners and the customer support team, providing them with any necessary guidance and support to effectively manage client relationships. Her responsibilities also include developing strategies for the retention and growth of existing client activity and ensuring that our clients’ needs are met with care and attention.

One of the most rewarding elements of Kayleigh’s role is the excitement that comes with every new challenge. Working with a diverse range of clients means that no two days are ever the same, and she thrives on the variety and complexity that her job offers.

“The diverse client profile we have at Granby presents unique challenges, such as serving multiple clients’ needs simultaneously and managing a personalised experience for each one,” Kayleigh explains. “But it’s these challenges that make my role so fulfilling.”

The Culture and Environment at Granby

Kayleigh is a strong advocate for Granby’s inclusive and collaborative work culture.

“Granby’s work culture is a shining example of inclusivity and collective ownership,” she says. “With a diverse team and being an SME, everyone is given the chance to speak up and give their input. The employee-owned structure fosters a strong sense of unity and shared purpose, reinforcing the idea that everyone is a vital part of the company’s success.”

She particularly appreciates the diversity in Granby’s Leadership Team, which is made up equally of men and women. Kayleigh values the balanced perspectives it brings to the table.

Memorable Moments and Team Achievements

Despite the relatively short time in her new role, Kayleigh has already witnessed significant growth and achievements within her team. One memorable moment that stands out for her is when Declan, a team member, was nominated for the ‘Apprentice of the Year’ award.

“Seeing each member of the team tackle challenges and grow as individuals has been incredibly rewarding,” she says. “Receiving positive feedback from our clients is a clear indicator of our team’s dedication. It’s these moments that make me truly proud.”

Beyond the Office

When Kayleigh isn’t hard at work supporting her clients, she enjoys a variety of hobbies and interests. She loves reading, writing, spending time with family and friends, and has a soft spot for animals. One of her favourite quotes, by Albert Einstein, is

“Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning.” Einstein

This quote reflects her inquisitive nature and her commitment to continuous improvement, both personally and professionally.

A Theme Song for the Client Services Team

If Kayleigh were to choose a theme song for her team, it would be “ROAR” by Katy Perry. The song’s empowering message and upbeat tempo perfectly capture the spirit of her team.

Kayleigh’s commitment to client satisfaction, her appreciation for Granby’s inclusive work culture, and her passion for continuous improvement make her an invaluable asset to our team.

Niamh Powton

A Day in the Life of a Client Partner

As a Client Partner, Niamh handles the day-to-day activities for a selection of clients, primarily in the Public Sector. She is the first point of contact for these clients, ensuring orders are delivered on time and supporting them with any additional activities they may have throughout the year. Niamh’s responsibilities are not just limited to order management; she also plays a crucial role in enhancing the overall customer experience at Granby.

Niamh’s deep understanding of Granby’s processes and her extensive knowledge of our clients allow her to be proactive in offering solutions to new issues that may arise. This proactive approach is a testament to her commitment to client satisfaction and her ability to foresee potential challenges before they become problems.

From Production to Client Partner

Niamh’s journey at Granby began in the production department. This experience has given her a comprehensive understanding of the business from the ground up. Her hands-on experience has equipped her with the insights needed to navigate the complexities of client management effectively. This unique background also allows her to empathise both with clients, and our own internal teams, fostering a collaborative environment that benefits everyone involved.

The Rewarding Elements of the Role

For Niamh, the most rewarding aspect of her job is supporting the development of her colleagues’ confidence and knowledge of Granby. She takes pride in mentoring her teammates and helping them grow professionally. This nurturing attitude not only strengthens the team but also contributes to a positive and supportive work culture.

Overcoming Challenges and Embracing Opportunities

When asked about the challenges and opportunities her team is currently facing, Niamh highlighted a recent restructure. Initially, the changes were challenging as everyone had to learn new clients and skills. However, this period of transition also presented an opportunity for team members to share their individual knowledge and skills with each other. This collaborative effort has helped the team to embrace new challenges and grow stronger together.

A Culture of Respect and Support

Niamh is particularly fond of the culture and environment within her team. The respect and support that everyone has for each other are what she enjoys the most.

“We all know that we can rely on each other and have developed close professional relationships in work that have extended into our personal lives. I know that I can trust my team to support me when I need it and I am honoured to call them my friends as well as my colleagues.”

Memorable Moments and Team Spirit

One memorable moment that stands out for Niamh is when multiple team members were out of the office simultaneously due to overlapping illnesses, holidays, client meetings, or training days. During these challenging times, the team showed real resilience by pulling together to ensure that all clients were responded to in a timely manner and that no Service Level Agreements (SLAs) were missed.

A Theme Song for the Team

If Niamh were to choose a theme song for her team, it would be “We Are Family” by Sister Sledge.

“We are family – Sister Sledge. It sounds cliché, but we are a family here at Granby, I know I can rely on all the team for help and support at any time.”

Chloe Goss

Chloe Goss plays a pivotal role as a Client Partner, particularly focusing on our Contract Pack clients. Chloe’s journey at Granby is a testament to her commitment, adaptability, and passion for client satisfaction.

A Day in the Life of Chloe Goss

Chloe’s role at Granby is multifaceted. As one of our friendly first points of contact for many of our clients, she is responsible for managing tasks that ensure smooth operations and client satisfaction. Her primary responsibilities include stock management, query management, and ensuring that orders are packed correctly and delivered on time.

“I am responsible for most of the Contract Pack clients here at Granby,” Chloe explains. “This means that I have lots of processes and reporting to complete on a weekly basis. I am very process-driven and really enjoy the structure and routine of my work week.”

Chloe’s day-to-day activities involve close collaboration with departments across Granby to find resolutions for her clients’ queries. Her ability to work seamlessly with different teams is a key factor in her success. She supports clients by addressing any issues they may have as quickly as possible.

From Retail to Client Partner

Before joining Granby, Chloe spent seven years working in retail. This experience equipped her with invaluable skills in customer service and problem-solving, which she has seamlessly transitioned into her role at Granby. Her background in retail has given her a unique perspective on client management, allowing her to bring a bespoke approach to her work.

“The most satisfying thing for me is working on a collation/set of orders and getting them all packed correctly and delivered on time,” Chloe shares. “Being able to solve client requests by working with the team is incredibly rewarding.”

Embracing Challenges and Opportunities

The contract packing sector is ever-evolving, and Chloe’s team has recently seen an increase in demand from some of their Contract Pack clients. This growth presents both challenges and opportunities.

“We have seen an increase in demand in some of our Contract Pack clients, which is great to see, as they are growing and allowing Granby to expand with them,” Chloe notes. “This does mean that we have to quickly adapt to accommodate fluctuating order volumes each week.”

Chloe’s process-driven mindset ensures that even during periods of high demand, operations run smoothly, and client satisfaction remains high.

The Culture and Environment at Granby

“The team I work with have become true friends to me,” Chloe says. “They are an incredibly supportive team who I know I can rely on both in work and outside of work too.”

This sense of camaraderie and mutual support is a cornerstone of Granby’s work culture, fostering an environment where everyone feels valued and empowered to contribute their best.

Memorable Moments and Team Achievements

Reflecting on her time at Granby, Chloe recalls numerous moments that have made her proud to be part of her team. One such moment stands out in particular.

“Many moments have made me feel proud to be part of my team, but I think seeing how we have all adapted and flourished in our new roles has been a moment of pride for me,” Chloe shares.

This adaptability and resilience are a testament to the strength and unity of Chloe’s team, highlighting their ability to overcome challenges and achieve success together.

A Theme Song for the Team

If Chloe were to choose a theme song for her team, it would be “With A Little Help From My Friends” by The Beatles. This song perfectly encapsulates the spirit of collaboration and mutual support that defines her team.

Beyond the Office

When Chloe isn’t hard at work supporting her clients, she enjoys a variety of hobbies and interests. In her spare time, she loves to read and watch musicals, activities that allow her to unwind and recharge.

Klaudia Sadzynska

As a Client Partner, Klaudia is a key contact for her clients, ensuring that their needs are met with care and attention. Her primary responsibilities include representing the client’s brand within Granby, building strong relationships, and completing all client requests in a timely manner. She also conducts weekly operational calls, monthly and quarterly reviews, submits costings and makes sure that clients are happy and have everything they need.

“I am responsible for maintaining strong relationships with my clients and fully understanding each of their needs,” Klaudia explains. “It’s important to me that I represent their brand within Granby and ensure that all their requests are completed promptly.”

This collaborative approach is a testament to Klaudia’s commitment to client satisfaction and her ability to foresee potential challenges before they become problems. Her proactive approach and dedication to her clients make her an invaluable asset to our team.

The Culture and Environment at Granby

When asked about specific challenges or opportunities her team is currently facing, Klaudia emphasises the importance of teamwork. Klaudia is a strong advocate for Granby’s inclusive and collaborative work culture.

“I like that we can trust each other,” she says. “The team has a good work ethic, and our team motivates, inspires, supports, and encourages me as much as they can to do my best and overcome any challenges.”

Memorable Moments and Team Achievements

One memorable moment that stands out for Klaudia is the collective growth and accomplishments of her team.

“I am really proud of how much we have accomplished as a team,” she says. “Niamh and Beki started in production, and me and Clo started in customer support. Now, we are all client partners.”

A Theme Song for the Team

If Klaudia were to choose a theme song for her team, it would be “Count on Me” by Bruno Mars.

“This song perfectly captures the spirit of our team,” she explains. “We can always count on each other for support and encouragement.”

A quote that inspires Klaudia is,

“Start by doing what’s necessary, then what’s possible; and suddenly you are doing the impossible.” (Saint Francis).

This quote reflects her own commitment to continuous professional improvement and her dedication to going the extra mile for her clients.

Rebecca Hanslip

A Day in the Life of Beki

As with each of her Client partner colleagues, Beki’s main job is building and maintaining strong relationships with her clients. She understands that trust and open communication are the cornerstones of successful partnerships. By representing the client’s brand within Granby, she ensures that their expectations are not only met but exceeded. Weekly operational calls, along with monthly and quarterly reviews, are part of her routine to keep clients informed and engaged.

From Production Operative to Client Partner

Beki first joined Granby in 2016 as a temporary production operative. Her initial role involved hands-on work in the production department, which gave her a foundational understanding of Granby’s operations. Her keen eye for detail and strong work ethic quickly became apparent, leading her to transition into the Warehouse Administration sector. This move allowed her to gain a deeper insight into the logistical aspects of the business.

Beki’s journey didn’t stop there. Her ambition and dedication saw her move into the Client Services department, where she now excels as a Client Partner. This diverse experience across multiple departments has equipped her with a comprehensive understanding of Granby’s operations. This has enabled her to add significant value for her clients.

Overcoming Challenges and Embracing Opportunities

When asked about specific challenges or opportunities her team is currently facing, Beki couldn’t pinpoint any particular issue but talked about the team’s collaborative spirit and problem-solving capabilities.

“If we are facing a challenge, we work together to resolve it as a team,” she says.

Beki is particularly fond of the culture and environment.

“There are always happy vibes in the office, which elevates us to overcome daily challenges with our clients,” she explains.

This positive atmosphere is a crucial element in maintaining high levels of client satisfaction and team morale.

Memorable Moments and Team Spirit

There is a memorable moment that stands out for Beki and it’s one she shares with Niamh! This was when the team faced a challenge together during a period of unexpected and unavoidable staff shortages.

“We pulled together to deal with all aspects of the day,” she recalls.

This experience highlighted the team’s resilience and commitment to ensuring that client needs are met, no matter the circumstances.

A Theme Song for the Team

If Beki were to choose a theme song for her team, it would be “You’re Simply the Best” by Tina Turner. This song perfectly encapsulates the spirit of excellence and camaraderie that defines her team.

“We are the Dream Team,” she says – with pride.

Words to live by

Beki is particularly keen on a quote from Maya Angelou, which we think accurately reflects her positive outlook.

“Success is liking yourself, liking what you do, and liking how you do it”