Meet Dawn: 10 Years as Service Helpdesk Manager at TP Fire & Security
For the past 10 years, Dawn has been a familiar voice to both customers and colleagues at TP Fire & Security. As Service Helpdesk Manager, she’s often the first person people speak to when they need support, whether it’s arranging routine maintenance or responding to an urgent issue. Her calm approach, dedication to helping others and the strong relationships she’s built across the business have made her an invaluable part of the team. We caught up with Dawn to reflect on her career so far, what motivates her every day, and the advice she’d give to others looking to build a career in the fire and security industry.
You’ve been with TP Fire & Security for 10 years. What has kept you motivated and passionate about your role over the years?
Since starting with TP Fire & Security, my role has progressed from helpdesk coordinator to now being the service helpdesk manager. Helping people is a main motivation for me.
As the first point of contact for every call that comes into the business, what does being the “front line” of it mean to you?
Being the first point of contact for most of the calls that come into the business can be difficult at times, particularly when you’re dealing with an emergency or someone who needs help quickly. I’m really good at listening, keeping calm and understanding what the issue is, which helps me reassure the person on the other end of the phone and work towards getting it resolved.
You seem to know everyone and everything going on. How do you build such strong relationships across the team and with customers?
I try to get to know everyone and talk and treat people in a way that I would like to be treated, with respect. I like to try and keep my mind active by trying to remember as much about sites and customers as I can. Over time, you also build a real relationship with customers. That familiarity helps them feel confident that when they call, they’re speaking to someone who knows them, understands their business and will do what they can to help. I think having that relationship and being a familiar voice at the end of the phone can make a big difference.
Have there been challenges along the way, and how have you overcome them to become the confident Service Helpdesk Manager you are today?
There have been challenges along the way, but having such a brilliant service team around me has been a key factor in overcoming them. The people on my team are great and we all come together and help each other when needed, which makes a huge difference, particularly during busy or difficult periods.
COVID was obviously a challenging time for everyone. I continued working from home throughout, making sure I was still there to support our customers and the rest of the team while we all adapted to a very different way of working. It taught me a lot about adapting to situations, communicating effectively and staying calm when circumstances can change very quickly.
What advice would you give to other people stepping into similar roles in the Fire & Security industry?
Don’t try to be someone you are not, be yourself and be confident.
What do you enjoy most about working at TP Fire & Security?
I really enjoy being part of the team at TP Fire & Security. We have a great group of people who are always willing to help each other, particularly when a challenge comes up, and I think having that support around you makes a real difference.
I also enjoy helping to drive forward our social value agenda and encouraging the team to get involved in the different charity activities we support throughout the year. Whether it’s a charity cake bake, fundraising day or another initiative, I like getting everyone involved and bringing people together for a good cause. I’ll often make bread or cakes for the team when we’re supporting a charity day, which has become something I really enjoy doing.
For me, it’s that sense of being part of a team and being able to contribute to things beyond our day-to-day work that makes TP Fire & Security such an enjoyable place to work.
What achievement in your 10 years at TP Fire & Security are you most proud of?
Before joining the company, I worked as a dental nurse – a very different role to what I do today. I began my career here in an administration role and I never imagined that 10 years later I’d be the Service Helpdesk Manager. I’ve worked my way up through the business, taking on more responsibility and building my knowledge and confidence along the way, so being promoted into my current role is something I’m really proud of.
I’m also proud to be the fully trained First Aider in the office and to have kept my training up to date over the years. Being someone that people can rely on, whether that’s within my role or more generally as part of the team, is really important to me.
If you could describe your role in three words, what would they be and why?
Rewarding, challenging and varied. I find my role really rewarding because I love being able to help people when they need it, whether that’s resolving an issue for a customer or supporting someone within the team. It can also be challenging, but I enjoy problem solving and finding the best way forward when something unexpected comes up. Most of all, it’s incredibly varied. Every day is different, we’re always busy and no two call-outs or PPM visits are ever quite the same, which keeps things interesting even after 10 years.
After a decade with TP Fire & Security, Dawn’s passion for helping people remains as strong as ever. Her journey from Helpdesk Coordinator to Service Helpdesk Manager is a great example of how commitment, teamwork and a positive attitude can lead to rewarding career progression. Over those 10 years, Dawn has become a real pillar of the business and a key part of the team, building strong relationships with colleagues and customers alike. Quite simply, TP Fire & Security wouldn’t be the same without her. We’re incredibly grateful for everything Dawn brings to the business each day and look forward to seeing what the next chapter of her career has in store.
