Today, we’re chatting with Lucy Brough, our sales co-ordinator.
Lucy is our sales co-ordinator and is responsible for overseeing our sales department, as well as dipping her toe into marketing on occasion. Lucy ensures everything is running smoothly and that we’re offering the highest possible level of customer service. She is on hand to answer any questions a customer might have, whether that’s over email, social media or livechat, she’ll point them in the right direction for their perfect piece of jewellery.
As a senior member of the Hand on Heart team, Lucy is also responsible for training new team members and updating all of our guides and procedures. On the marketing side, Lucy oversees our partnerships with funeral directors and charities, as well as working alongside our marketing team to create engaging content for our blogs and social media pages.
Lucy’s been part of the team since 2016 and we don’t know what we’d do without her! Before joining Hand on Heart, she worked in various customer service roles – from a local confectionary company to a garden centre, a landscaping company, and now a handmade jewellery company – Lucy said she’ll try her hand at anything!
Lucy, what’s your favourite part of your role at Hand on Heart?
I have really loved seeing the sales department grow and become more streamlined due to our training and employee progression programs. One of my favourite times of year is over Christmas when it’s all hands on deck, and I get to go back to basics – helping to process workload and create artwork for our special orders will always hold a special place in my heart.
Do you have a favourite task as part of your job?
My favourite task at the moment is researching and creating our blog posts. It’s very useful being based in sales as I can get a good idea of what questions our customers are asking. This allows me to create sensitive, engaging and informative content to further help them find their perfect piece of jewellery.
Has any customer feedback or reviews of Hand on Heart really stuck out as being memorable for you?
I’ve had the honour of helping lots of customers choose their perfect piece of jewellery over the years. The feedback we get from customers who have purchased a piece in memory of lost loved ones always sticks in my mind. It’s truly special to be involved with creating a piece of jewellery or keepsake which means so much. I feel very honoured to be able to hear the stories behind the pieces we create here at Hand on Heart.
What do you enjoy doing when you’re not working?
I love travelling and exploring the UK in my campervan with my husband and dog. We’ve been lucky enough to tick a few places off our ‘must-sees’ this last couple of years – from the north coast of Scotland to Land’s End in Cornwall. If I’m at home, chances are I’ll be walking my dog or reading.
What’s your favourite thing about living and working in the Lake District?
I love how accessible the lakes and fells are; it makes it so easy to be active in the outdoors. It’s such a beautiful place to live, and it’s great to enjoy it in so many ways – from paddleboarding to wild camping or even finding a good country pub for dinner. The Lakes has something for everyone.
Do you have a favourite Hand on Heart piece of jewellery? If so, what is it and why?
My favourite range of jewellery has to be our handwriting pieces, the Imprinted Handwriting Heart, in particular. Creating a piece of jewellery with your loved one’s unique handwriting is such a special idea and the perfect way to keep them close to you always.
If you had to sum up your job at Hand on Heart in three words, what would you say?
Rewarding, Supportive and Innovative.
What’s an interesting or unexpected fact about you that people might not know?
I spent six months travelling around Europe with my now husband a few years ago in a self-converted campervan. We visited 17 countries and racked up just over 5,000 miles – we even ended up in the arctic circle! All with just one camping stove and a coolbox.
Thanks for chatting with us, Lucy! Learning more about Lucy’s day-to-day role as sales co-ordinator has been really interesting. If you enjoyed this, be sure to explore our Hand on Heart blog for more Meet The Team interviews with the Hand on Heart family.