What Sets Uniware Apart? Our People.
Leigh’s journey is a testament to how ambition, dedication, and the right support can unlock extraordinary potential. From her first day as a Customer Support Advisor to her current role as Support Manager, she has embraced every challenge, stepped outside her comfort zone, and grown into a confident leader.
Her story illustrates what truly sets Uniware apart: the depth of our knowledge, the strength of our relationships, and the personal touch we bring to every client interaction. By investing in our people and empowering them to connect authentically with customers, we deliver a service that is not only effective but also human. This is the reason our clients continue to place their trust in us.
At Uniware, celebrating stories like Leigh’s is more than recognition, it’s proof that when we nurture our people, everyone benefits: our teams, our clients, and our business.
From Hairdressing to Helpdesk
Leigh began her career in a very different industry – hairdressing. When a Customer Support Advisor role opened at Uniware, a friend in the business encouraged her to apply. Though she had no technical background, Leigh embraced the challenge.
As Uniware’s support function grew, Leigh was instrumental in developing the structure that would serve as the cornerstone of our customer support team.
Building Skills and Confidence
As the team began to grow, Leigh took on more responsibilities within the team, deepening her technical knowledge. With the guidance of mentors across the business, she steadily developed her expertise and was promoted to First Line Support.
During the Covid-19 pandemic, Leigh used her time to work closely with Second Line Support and gained hands-on training. This period of intense learning not only expanded her technical skills but also strengthened her confidence.
Leigh’s natural ability to build relationships and her passion for helping customers quickly shone through. “The more I trained, the more I felt I could truly help clients when they called,” she recalls.
The impact of her approach is reflected in consistently strong customer satisfaction scores. Month after month, clients highlight the professionalism, empathy, and responsiveness of the support team – qualities shaped in no small part by Leigh’s leadership.
Her own development, from advisor to manager, mirrors the growth in client confidence: as she deepened her knowledge and skills, customers experienced faster resolutions, clearer communication, and a support team that truly understands their challenges.
Stepping Up as a Leader
The leap from Second Line Support to Support Manager was a daunting one. But with the encouragement of Uniware’s General Manager, Alex Head, and the wider team, Leigh embraced the challenge.
“Working my way up from grassroots gave me a deep understanding of both the system and our customers,” Leigh explains. “That experience helps me to be a better manager – I can relate to my team because I’ve been in their shoes.”
Alex’s mentorship, along with support from Operations Manager Paul Hemsley and his team, played a pivotal role in her development. From coaching on management styles to tackling business challenges, their guidance has been instrumental in Leigh’s success.
A Passion for People
Now leading the support team, Leigh’s focus is on coaching others, sharing knowledge, and pushing her team to reach their potential. She remains deeply connected to customers, still jumping on calls when needed, because her passion lies in helping people.
“I’m proud of our monthly customer satisfaction stats,” she says. “They reflect the effort and dedication of the whole team to provide the very best service to our clients.”
Building a Strong Team Culture
Under Leigh’s leadership, the support team continues to grow in experience and confidence. Regular training with the Development and Product teams ensures they stay knowledgeable, while external training and group workshops broaden their skills.
But technical knowledge is only part of the job. As Leigh points out, “A helpdesk role requires life skills too – managing stress, staying calm under pressure, and supporting one another.”
High team retention is a testament to the strong culture she has helped foster. With a focus on collaboration, work-life balance, and wellbeing, the team thrives on mutual support and shared learning.
What Sets Uniware Apart? Our People.
At Uniware, we believe that our greatest investment is in our people. When we nurture talent, give individuals the space to grow, and provide the right support, incredible things happen. Leigh’s career journey over the past eight years is a perfect example of this ethos in action.
