Vinnande team Danmark

Charlotte Qvick, Copenhagen, Team Frontline, Kundelinjen:

Diversity is the team’s challenge and strength

Charlotte Qvick´s customer service team consists of 22 experienced full-time employees and 100 hourly-paid young people – a mix that really helps to make the team a team.

The team was created just two and a half years ago. Despite this, a strong collaborative culture has already been developed.

“It has been important for me to encourage involvement. Not everyone was initially committed and involved, but we have worked hard to get where we are today,” says Charlotte Qvick.

With 100 employees aged 18-30 paid by the hour and 22 full-time employees, the team composition is quite special. But the mix works really well.

“The more experienced employees are energized by the fact that their experience is important for ensuring that the young people can do a good job. They feel proud, and this generates a situation in which everyone wants to help each other.”

At the team meeting every Monday, Charlotte Qvick goes through the week’s planning and any issues that are particularly important. In addition, she has introduced initiatives such as the “pep talk“ every morning.

“We talk a lot about how we can do things better. I also always have experienced employees on hand to ensure that all the young people are well prepared if there is a change or something special happening that week.”

A couple of the main ingredients in Charlotte Qvick’s leadership are accessibility and leading by example.

“It is my job to show the way. I am therefore out there among them a lot, showing them what I want them to do.” Other success factors include structure and mutual honesty.

“The fact that this approach works is demonstrated, for example, by the low absenteeism and the high employee satisfaction. We of course also have things we can work on too. We need to take a look at our processes and see what we can do better there!” 

Last updated: 1/16/2017 1:42 PM