The People Behind Our Customer Support Service
Catering teams rely on technology. Systems matter. Features matter. Reliability matters.
Technology is important, but when it comes to customer support, people make the biggest difference.
At Uniware, our support team isn’t just a department that resolves issues. They’re a close-knit group of experienced, passionate people who genuinely care about helping customers succeed.
Experience That Benefits Our Clients
While the average customer service agent in the UK stays in their role for just 13–15 months, our support team averages six years of service at Uniware. This continuity gives our customers access to knowledgeable, experienced professionals who understand our products and the operational challenges our clients face.
When customers contact our support team, they’re speaking to someone who can quickly understand the issue, provide practical guidance, and find the right solution. The result is faster resolutions, stronger relationships, and a more seamless support experience.
“Retaining experienced people means retaining valuable knowledge, which directly benefits our customers.”
Leigh Kemp, Customer Support Manager, Uniware
Familiar Faces, Strong Relationships
Customers often speak to familiar members of the support team who already understand their business, sites, and systems. Instead of spending time explaining context, conversations can focus on finding solutions and resolving issues quickly.
These long-term relationships allow us to provide a more personal support experience, helping customers feel confident they’re speaking to someone who understands their environment and can provide the right guidance when challenges arise.
Customer Comments:
Richard was super-efficient and professional – issue sorted in minutes.
Very quick, professional, and friendly. What more could you ask for? Thank you, Luke
‘Ashleigh created multiple reports for us to use and was really helpful.’
‘Charlie was fantastic, really fast at resolving my query, clear and concise with the solution.’
A Team That Supports Each Other
At Uniware, collaboration is at the heart of our support team. By sharing knowledge, solving problems together, and supporting individual strengths and wellbeing, we create an environment where people thrive.
The result is faster resolutions, better service, and a stronger experience for our customers.
Going Above And Beyond
One of the things that makes our support team special is their willingness to improve not just customer outcomes, but the way the team works itself, for example.
‘I love finding problems and solving them. I created an app to speed up issue diagnosis. The app helps our support team work more efficiently.’
Richard Howe, 1st Line Technical Support, Uniware.
It’s a great example of the mindset that exists across the department: people constantly looking for ways to make things better for colleagues and customers alike.
Alongside Luke, team members like Charlie enjoy diving deep into data, analysing logs, identifying patterns, and uncovering issues that may not be immediately obvious.
Their curiosity, attention to detail, and problem-solving skills help deliver faster and more effective solutions for customers.
It’s Our People That Make The Difference
Our technology helps businesses operate efficiently, but it’s our people who truly set Uniware apart.
