Meet The Team – Quality Control Supervisor, Wendy Burgess

Inbound Customer Services


Meet The Team

We asked Wendy Burgess, our Quality Control Supervisor a few questions to get to know her better.

1. What was your career background before joining BDM?

Having trained as a dancer and working many years teaching, both abroad and in the UK, I developed great communication skills. Alongside this I worked in newspapers, advertising sales, progressing to managing a team of agents. During a “mum” career break, I worked a few part-time Customer Service roles in retail, then when my youngest started school, I looked to get my career back on track by joining Seeboard (which subsequently became EDF Energy), starting as a telephone Customer Service agent. After a year I moved to a new role helping set up the Quality Assurance Team. During my 16 years with EDF, I saw this team grow from four to over 50 at three sites nationwide – helping create a great ‘quality’ ethos and promote understanding across the business of all the compliance and regulatory requirements. When I left EDF I worked in the Sales Quality team, looking after sales compliance both internally and for external partners.

2. Tell us about your journey in BDM Talk

I joined BDM in January 2018 as a Business Development Manager, primarily looking to grow the business. I helped bring onboard our largest client (Mercedes Benz Retail Group) in 2019, working closely with Sharon (our MD) through the tender process. It provided me with a great opportunity to demonstrate to Sharon what I was capable of in addition to my role, by utilising all my skills and knowledge from my time at EDF. As the business has grown, I have helped develop robust processes and procedures to effectively support all our staff and was instrumental in helping the company achieve our ISO 9001:2015 accreditation last year.

3 How has BDM Talk changed during your time here?

We’re a lot bigger. We have grown up into a professional business. We have developed into a more automotive contract-based business rather than ad-hoc campaign work. Staff now stay longer with us as we offer great training and more opportunities to progress, as well as a friendly, supportive environment.

4. What sets BDM Talk apart from its competitors?

Our people! They all have a desire to achieve and do their best not only for BDM but also our client’s customers. They bring their best versions of themselves to work. It keeps me on my toes.

5. What is the biggest challenge that comes with your role?

Where do I start? My role is unique and diverse which requires me to wear lots of different hats (which is a challenge as I don’t do hats!) I love empowering staff and helping them to realise their potential (the mum in me), but I am also partial to a bit of report writing or researching the latest regulatory changes. I work with everyone in the business in my role which requires discretion and tact.

6. The contact centre is based in Burgess Hill, tell me something interesting/ you like about this location?

Well – Burgess Hill is a large community where there is definitely not 6 degrees of separation. If I don’t know you, I will know one of your friends, you friends’ friends, your parents, or both! So watch out!

7. What are your interests outside of BDM Talk and the automotive contact centre world?

Travelling both, the UK and worldwide with family, friends or just my husband. Happy to ski, city break or my annual girls camping trip to an 80s music festival. I’m also a bookworm – my husband regrets buying me a Kindle! Live music, sport or theatre is a must. I have definitely got more daring again as I’ve got older and my children are now adults – I recently did a zipwire tour in Canada and a few years ago went on the fastest roller coaster in the world.

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