meet naomi heffernan
Meet Naomi Heffernan - Naomi is Member Services Manager UK at Zipcar. Joining the company in 2008, she worked her way up from assisting our member base on the phone as a Member Services agent, to managing the entire UK Member Services team.
Hi Naomi, tell us a little about yourself; how do you like to start your day?
When I manage to get up in time, I’ll head to the gym. It’s always a struggle to get there but I know I’ll feel more alive after a good work-out.
How do you like to structure your day? For example, when do you get up and when do you get to work?
It varies, usually it’s 9am, however as the Member Services team work 24/7, sometimes I’ll get to the office for 6.30am which enables me to liaise with our night team who’ll be finishing up at that time. Other days I might do the opposite and start my day at 1.30pm which means I get to catch up with the part-time team who work in the evenings and our night team who’ll be starting their shift. I try to stay in touch with the whole team to ensure they know what’s going on and feel included in what’s happening.
What does a typical day at Zipcar consist of?
Every day is different which is what makes it more interesting! Getting through my emails and responding to any queries promptly is my first port of call on a daily basis. A lot of my time is spent looking at our performance and making sure that we have the right resource in place at the right times. The right resource will mean that we’re answering our calls quickly but at the same time giving a great member experience and going the extra mile wherever possible. At the moment I’m in the process of planning our Christmas resourcing which is like a large puzzle. I’ll often have meetings with my team about our performance, forward planning and how to make the member experience better.
What do you enjoy most about working at Zipcar?
The day to day interactions with the team, the camaraderie, and seeing the company go from strength to strength, not just here but globally. We’ve just launched in Barcelona which is really exciting. Another great aspect of my role is the positive feedback that the team receive from our members when they’ve been really happy with the service. I like that not every day is the same and as a growing company there are often many challenges we need to overcome, but when you have a hard working dedicated team it makes it enjoyable overcoming these together – corny but true!
How did you find yourself as Member Services Manager at Zipcar, or Streetcar as it was when you joined? What is your background?
Prior to my starting with Streetcar I had worked mostly in the hospitality industry. I completed a psychology degree in 2008 and then went travelling to Australia and New Zealand. On returning I was undecided as to exactly what I wanted to do and the advert for Streetcar caught my eye as it was a start-up that seemed to be going places. I initially started on the phones in Member Services; I then spent some time in the Fleet team after which I moved back into Member Services. On moving back into Member Services I became a supervisor and as we grew I was promoted to Member Services Manager. Finally in April this year I took the reigns as Member Services Manager UK, and haven’t looked back since.
How do you like to wind down outside work?
If I’m feeling active I might head to the gym, and I also play hockey for Mid Surrey Ladies. Otherwise I enjoy having dinner and drinks with friends, watching some good television, especially comedy – essentially anything that makes me laugh helps me to wind down. In the summer I enjoy any outdoor activity, having grown up in Ireland I’ll take any chance to get some sun.
Thanks Naomi. It sounds like there's never a dull moment in Member Services.
We’ll be meeting other members of the Zipcar team in the coming months, plus you can read other interviews at the top of this page. If there’s anyone or any team you’d like to know more about, get in touch.