fuelGenie has been helping businesses thrive since 2009. We’ve heard from plenty of our customers about how we “made life easy”, “helped with cash flow” and offered a “one-stop-shop for all refuel needs”. But you’ve never had a chance to hear from our team. So we thought it was about time that we offered you an opportunity to get under the bonnet of our business to discover what life is really like at fuelGenie HQ.
In this series, we’re shining a spotlight on the people that drive our business. Through candid Q&A sessions, you’ll get to know the faces behind the fuel. From their day-to-day role to personal highlights, the impact they have and the fuelGenie culture.
Getting to know Gary Cooper
Gary is one of our Customer Service Advisors. He’s been working at fuelGenie since March 2022 and is the friendly voice you hear (or read) when you get in contact with us. His team is based in the UK and are ready to answer questions and offer advice on applying for fuelGenie or making changes to your account.
Q: Can you tell us a bit about your journey at fuelGenie and your current role?
A: In my current role, I’m responsible for delivering a trusted and reliable service to customers and clients. My day-to-day responsibilities include managing incoming telephone calls and emails as well as reviewing inquiries and addressing a variety of issues such as login problems, transaction queries and invoice requests.
Q: What do you think are your most helpful skills in this role?
A: I excel at identifying problems and striving for first-call resolutions, ensuring clear communication and follow-through on task completion. Furthermore, my proactive approach and enthusiasm for learning new technologies, as recognised by the Night Sky Awards 2023, highlight my commitment to continuous improvement.
My work in investigating automation and AI technology has been instrumental in helping the team gain new skills and adopt innovative tools to benefit both them and the customers we serve.
Q: What do you enjoy most about being part of the fuelGenie team?
A: The dynamic and supportive environment that fosters both professional growth and innovation. The company culture is incredibly motivating, with a strong emphasis on teamwork and collaboration. The opportunity to work on pioneering projects, such as the investigation of automation and AI technology, has been particularly rewarding. It’s exciting to see how these advancements can benefit everyone.
Overall, it's the combination of a forward-thinking environment, supportive colleagues and the chance to make a tangible difference that makes being part of the fuelGenie team so enjoyable.
Q: Could you share a memorable experience or project you’ve been involved in?
A: One of the most memorable experiences during my time at fuelGenie has been my involvement in investigating automation and AI technology within the Wolverhampton Contact Centre. The project involves the use of GPT-4o in a training capability. We’re focusing on identifying how automation and AI tools could be integrated into our existing systems to streamline processes and enhance the customer experience. I took the initiative to explore various AI-driven platforms and automation tools, dedicating a substantial amount of time to learning and mastering these technologies through courses on ‘Percipio’ (a platform for online learning and courses).
Q: What was the impact of this project?
A: The project’s impact was profound. It equipped our team with new skills and introduced innovative tools that significantly improved our efficiency and effectiveness. Being a pioneer in this initiative and witnessing the positive changes it brought to our operations and customer interactions has been one of the highlights of my career.
Q: How would you describe the fuelGenie culture?
A: It’s dynamic, supportive, and customer-focused. It's a place where team collaboration and individual initiative are highly valued. There's a strong emphasis on continuous learning and professional growth. This culture of appreciation and encouragement fosters a motivating environment where everyone is encouraged to innovate and improve.
At fuelGenie, employees are empowered to take proactive steps in their roles, which not only enhances personal development but also contributes to the overall success of the company. The culture promotes open communication, allowing for clear and effective interaction across all levels of the organisation. Whether it's through daily interactions with customers or internal collaborations, the focus remains on delivering excellent service and achieving mutual satisfaction.
Ultimately, fuelGenie’s culture is one of teamwork, innovation and continuous improvement – making it an exciting and fulfilling place to work.
Got a question of your own?
Don’t forget – our Customer Service Team, including Gary, are on hand to help you. Give them a call on 0345 371 2490 (Monday to Thursday 09.00 to 17.30 and Fridays 09.00 to 17.00) or email enquiries@fuelgenie.co.uk.
