Find your ‘Me’ in Medstrom – Meet Victoria
Read the stories of some of our employees and their careers across Medstrom and discover how you can join the team
“Customers recognise our voices”
As a Customer Service Representative, Victoria has been with Medstrom for 7 years. When asked about what her typical day in the call-centre is like, she specifies that the first thing done is putting the kettle on for a brew, after which she gets ready to take calls from customers and her clinical colleagues working in the field. “Mondays are usually my admin day, so I will make sure the Clinical Advisor on call is updated for the week; I would then usually take the time to call customers in the community…” Communication is an obvious and prominent factor of Vicky’s role, and the extra time and care Medstrom invests in the relationships with customers is overwhelmingly evident in the nature of her interactions with them. She describes customers recognising voices and asking after other Medstrom employees they have spoken to previously, enquiries about holidays and relatives are not out of the ordinary.
The call centre team is small and closely connected to one another – Vicky uses the word “family” multiple times to express not only her team’s dynamic, but the culture of Medstrom as a whole. “Medstrom has a great work/life balance – there is opportunity for career development within a supportive team culture.” A recent development in her role has seen Vicky training up some of the new starters, something she says she has “really enjoyed”, and she notes that a unique feature of being part of such a highly valued, small and close-knit team is “being rewarded and recognised for hard work.”
What she loves about Medstrom is “the people, we are like one big family all pulling in the same direction. Nothing is ever too much for somebody else”.
New Beginnings
Being on the front-line of customer service at Medstrom is a fast paced and exciting environment, especially as Medstrom work with multiple Trusts who have detailed, bespoke contracts, but “being the first port of call for many of Medstrom’s customers” is something Vicky notes as one of the best parts of her job. “Also knowing at the end of my shift that we’ve provided our NHS staff with support and in turn given patients, whilst in hospital or home, the best possible products to assist them with their daily living needs and ongoing patient care.”
Other changes in Medstrom come in the form of growth – the introduction of new contracts, an extending product range, the transition into electric vans and cars and Medstrom beginning to manufacture their own beds are among the examples Vicky mentions. The taking on of new contracts has been felt in the call centre, but Vicky doesn’t cite it as a problem, as the success and growth not only motivates the team, but facilitates them in being able to continue providing excellent customer service. What she loves about Medstrom is “the people, we are like one big family all pulling in the same direction”. If someone is unsure of something, there’s a strong contingency of support and collaboration between not only colleagues but entire departments. No one is ever stranded. “Nothing is ever too much for somebody else.”
“When COVID hit we all pulled together and managed to continue providing great service to all our customers. We had family and friends of Medstrom employees helping to deliver beds to the field hospitals around the country. And I thought, you know what, that has got to be the best thing I’ve seen.”
Family and Business come together
The compassion of Medstrom is something Vicky has heard not just from customer feedback, but also a characteristic she has witnessed first-hand. When asked of her greatest highlight at the company, Vicky recalls the response of the company during the COVID-19 pandemic. “When COVID hit we all pulled together and managed to continue providing great service to all our customers. We had family and friends of Medstrom employees helping to deliver beds to the field hospitals around the country.” Adaptation to unprecedented circumstances isn’t too difficult when you’re operating in an environment based on an infrastructure of assistance and cooperation, and Medstrom’s reaction seems to be a perfect demonstration of the company-wide ethos. “It was crazy. It was a really hard time for everybody, but it was such a positive attitude that Medstrom had. Everybody just helped each other. And I thought, you know what, that has got to be the best thing I’ve seen.”
If you recognise yourself in Vicky’s story and you’re interested in joining the Medstrom family, please click here to go to our Careers page and find out more!
