Pippa Mitchell has been Sales Advisor for Fusion Heating Ltd since 2011. Fusion is a heating installation and maintenance company based in East Belfast serving the private, landlord and Housing Association sectors. The company has been in the Northern Ireland gas market place since 2006, and in that time has diversified and grown the business, most recently winning new business working on behalf of SSE Airtricity, which has over 300,000 customers in Northern Ireland. In addition Fusion has also been re-awarded the maintenance and repair contract for Helm Housing, one of the largest social housing providers in Northern Ireland, which has over 5,600 properties in Northern Ireland.
What’s your job?
I am Sales Advisor, which effectively means that I go into customers’ homes and advise them on the heating system they need, and also explain exactly the process when the installers come to do the job. With our social housing contracts, I am the main point of contact for the tenant, so I let them know what they need to do in preparation of the installers coming, how the heating works and how to operate the controls. Given that a lot of people in this sector are the elderly and vulnerable, it’s vital that I put them at ease, and make them feel comfortable and confident that disruption will be kept to a minimum.
How did you get there?
I had a career in retail management since leaving school, firstly with Crazy Prices where I worked in several of its stores, moving then to B&Q where I was the first female manager in Northern Ireland. Before joining Fusion, I had spent 17 years with MAKRO leading a sales team of 10 people prior to my leaving.
Do you have a typical working day?
Typically yes, the main part of the job is visiting people in their homes, in preparation for the work they are about to have done, be that a new boiler, a whole new home heating system, or a new bathroom. But outside of this, I also get to do a lot of business development, targeting areas where mains gas supply is getting installed and presenting to potential customers the benefits of converting from oil to gas and winning new business that way.
What qualifications do you have?
Life’s experience! I wasn’t particularly academic at school, but I did a BTec National Diploma in Distribution with a view to going into food retail full time. The rest is just hard work and experience built up over almost 30 years working for various companies.
What’s the best thing about your job?
I love the variety and the customer interaction.
And the worst?
Some customers being surprised that a woman is at the door to talk about their heating!! But they soon realise that I have all the answers to their questions! And also the paperwork!! We are very meticulous in our processes and that includes writing up notes at the end of each day, sometimes for 10 home visits!
What other skills do you need in your role?
Patience and the need to think clearly and anticipate all questions.
What do you think are the greatest challenges/pressures of the job?
Ensuring that each and every job is perfect. Any gas company’s main focus should be safety, and at Fusion it is the foundation that all our work is based on.
What advice would you give someone considering a career in your profession?
I would really encourage it – there are so many opportunities in the gas sector, with so many new schemes / areas joining the mains gas network. I would also recommend that no matter what the role you end up in, make sure you understand every single process and where you fit into the overall picture.
What did you want to be when you were at school?
It sounds funny now but all I wanted to be was happy in a job. I have a memory of when I was younger, and there were so many adults around me who hated their job, their boss etc, and I swore then I would never be unhappy in a job, no matter what I ended up doing.
What’s the most common question people ask when they find out what you do?
They are always very interested in the range of work that Fusion does and generally people ask me ‘do you have to be a plumber for that?’ which of course the answer is ‘no’.
What do you look for on a CV?
I look for good sales experience, not necessarily in the Plumbing and Heating sector, but more generally proof that you are good communicator and you can empathise with customers.
When you interview someone what qualities are you looking for?
Someone who is very personable but not over the top. Confidence without arrogance someone who knows their own CV and can talk with authority about it.
Do you have a killer interview question and if so what is it
I don’t have a killer question – I try to encourage an interviewee to be as relaxed as possible in that situation – Fusion want to get the best from them and to really understand their motivation and desire to do the job, rather than trying to catch them out or have them feel it is a trick question.
How do you like to relax outside work?
I love my holidays, with cruises being my favourite way to explore the world. I have just been to Asia and the South Pacific which was truly magical. When at home, I am involved in amateur dramatics which helps me unwind after a long week at work.
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