With a combined experience of 18 years at Liberty Leasing, Kate Dawkins and Charlotte Biddiscombe certainly know a thing or two about the asset finance industry. Both having played supportive roles and contributing to the success that Liberty has experienced over the past decade.
Operating within an industry that is focused on sales targets and completing deals along with keeping clients happy, what goes on in the background to make it happen can sometimes be overlooked. In this article we wanted to give an insider perspective, in their own words of the support functions at Liberty that ensure the business runs smoothly.
Kate Dawkins, New Business Team Leader begins the interview:
“When I started at Liberty in September 2006 I had already worked within asset finance for a few years and knew I wanted to use my experience and stay in the industry. At that time Liberty was a smaller set-up than my previous employer but I was excited to take on the challenge of setting up the sales support department. I was able to implement processes for logging and tracking deals and use my administration experience to organise how we went about things within sales support.
Looking back, I can’t believe that we used to do most of our business using the fax machine, which was non-stop but that has now been replaced by email. Also, when I started there was a team of about 10 at Liberty and 10 years on there is now over 40 of us. We used to do a fraction of the deals that we do now and the business averages 60 new agreements per month. 2016 has been our busiest so far with a record-breaking February where £6.8m of business was written. As we have grown so have my responsibilities and Liberty’s trust in me. I am now able to pay out agreements of up to £100,000 and larger transactions are much more common – up to £1 million in some instances.
By 2014 we had outgrown our previous offices in Hamble-Le-Rice and even though we’ve expanded quite a bit there is still a close knit and family feel about the place. I also took on Chantelle in 2014 and she has come on a long way in the last 2 years and can already pay out some of our smaller deals herself. I think one of the main reasons I have stayed for so long is the people and there is definitely an emphasis on recruiting individuals with the right attitude and personality here at Liberty. It’s lovely still working with other colleagues who have been here as long as myself like Lewis Banford, Joe Hadfield, Paul Sheedy and Allan Clegg. I interviewed Charlotte eight years ago for a trainee role and it’s great to have seen her flourish and do so well heading up her own department and team.”
Charlotte joined in September 2008 as a Sales Support Trainee working with Kate. Charlotte continues:
“Looking back, before I came to Liberty I had no office experience and was starting my career amidst the credit crunch, I was lucky to have found Liberty. I remember getting on really well with Kate in the interview and could definitely see myself working with her. Kate trained me up, explaining the ins and outs of asset finance, the processes and terminology I had never heard before. We worked together until about 2010 when New Business and Sales Support were split into two separate departments. Similar to Kate, I feel I’ve progressed as the company has grown; when I started eight years ago I didn’t expect to be in the position I am now, overseeing the department on a day to day basis and working with 2 other team members Charlie Kidd and Erica Nunn. I’m also currently undertaking an NVQ Level 3 in Management and Liberty allow me to do this in work time. Developing professionally is important to me and I feel fortunate to work for an employer that supports this.
Although I enjoy my day-to-day job in the office it’s also nice to get out of the office and do something different. Over the years I’ve attended various corporate events, award evenings and trade shows such as The Finance Professional Show, The Commercial Finance Expo, NACFB Workshops, Leasing World Events and the list goes on. I’ve also been trusted to arrange our company Christmas Parties and Summer Days out and with Liberty growing each year it’s not as easy as you would think! But I do enjoy it and everyone is genuinely appreciative which makes it worthwhile.
With the progression and the family feel, I actually couldn’t imagine working anywhere else.”
What’s involved in the Sales Support Process?
Charlotte volunteered to answer this question:
“It’s quite difficult to talk about something you do every day with a lot of it being second nature now. However, from the minute a proposal comes in sales support and the new business department are involved in the whole process until the deal is done and paid out by our Accounts team. Communication and accuracy are absolutely vital as we are dealing with the Account Managers and the Broker, the Asset team, Underwriters, Valuers and Suppliers. Bearing in mind that speed is a primary concern for our clients we have to be ‘on the ball’ ensuring we make every effort to process deals in a timely manner but without compromising accuracy and compliance.
From a sales support point of view it’s a relief to be able to pass a deal to New Business and know that necessary checks are made. It’s inevitable that deals can change and issues arise but it’s important that everyone works together with effective and regular communication.”
A Step-by-Step Guide of the Deal Process
Charlotte and Kate helped break down the Liberty process into 10 simple steps. Other businesses may operate differently but it can certainly help illustrate the role of sales support and what processes aid an Account Manager and ensure business is pushed through and completed as efficiently as possible.
Paul Sheedy, Sales and Operations Director concludes:
“We appreciate that everyone has an equally important role to play in the sales process and that individuals must be motivated and engaged for Liberty to achieve its goals. We are fortunate that we have experienced teams of individuals that assist our planned growth, but still maintain high operational standards that are both effective and efficient.
It’s rewarding to see people develop with the business and achieve their personal ambitions. This in-turn is motivating to new members of our team, they can see first-hand from their peers what can be achieved with hard work and dedication. Kate and Charlotte are key members of the team, great role models and we are very lucky to have them.
