Name: Lauren Cousen
Job title: Customer services manager, Wessex Fleet
How long in role: 13 years as customer services manager, 17 years at Wessex Fleet
What’s your role? Responsible for providing a great client experience
BACK in 2006, Lauren Cousen was ready to go back to work following the birth of her first child. She had seen a part time administrator position advertised at Wessex Fleet and liked the sound of working for a new business supporting the directors. A full 17 years later, Lauren is still there.
The reason for Lauren’s long tenure at Wessex? Flexibility. During her time in the business, she has added a further two children to her family, so balancing work and home life is critical. She says:
‘It’s been so important for me to be able to flex my working hours to suit my family and I’m a real fan of hybrid working. Being able to work from home enables me to work full time and do more hours than if I was travelling to the office every day, while still being around for my kids.’
Since her first role at Wessex Fleet, Lauren says she has seen huge change and expansion in the business and her role has grown alongside it. Lauren developed into the office manager position and then, as the leasing side of the business grew, she took on her current role of customer services manager.
Today, Lauren manages a team of five. The customer services team ensures continuity for clients, manages the order bank – including working with dealerships to order vehicles and handles all paperwork. She describes her team as connecting all the other departments which makes the role both varied and enjoyable. Post-covid, Lauren says that there has been a lot of change and the role of her department is more critical than ever, commenting:
With the industry supply issues, a new norm has been established which means that customers can be waiting longer for their vehicles. Keeping track of the latest developments in the supply chain, managing expectations and keeping customers updated is absolutely crucial.
While Lauren is clearly highly knowledgeable about cars, with a Bugatti Chiron on her dream car list, cars are not her passion. For her, the driver has always been financial independence. She explains:
‘Right from a young age, I wanted to earn my own money. I always worked part time – even when I was studying. Ultimately, that’s what tempted me away from my original plan to be a midwife – I started working full time and I’ve never looked back!’
Lauren describes Wessex as a ‘really family-oriented business’ and says that she has been well supported with her career development. During her time at Wessex, she has been encouraged to invest in personal development – including a night course at college. It’s that people-first business ethos which means people tend to stay at Wessex and Lauren notes that many of the team have been there for over a decade.
As for women in automotive, Lauren is pleased that it is no longer unusual to see females in management and leadership roles – especially within the finance companies, but says there is more to do.
‘There is definitely space for more women in the industry. I would like to see more schools and colleges actively promote automotive career opportunities to women – including apprenticeship programmes. I think that profiling stories on women and their roles in the industry will better educate women on the exciting career prospects in automotive, so I’m delighted to be part of the work that Broker News is doing!’
About Wessex Fleet
Set up in 2004, Salisbury-based Wessex Fleet takes a highly personal, bespoke approach to fleet management. Wessex works with corporate clients and public sector institutions to offer complete vehicle management. Wessex also offers personal and business leasing through Car Lease Special Offers.
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Ralph Morton is the leading journalist in the leasing broker sector and editor of Broker News, the website which provides information and news for BVRLA-registered leasing brokers. He also writes extensively on the fleet and leasing market in both the UK and Europe.
