“Lockdown had been miserable for me, so when I heard I had the job at NIBE I was delighted. It was my first job in the heat pump industry, and I began work in the Customer Services Department before moving to Installer Care, where I supported the technical team. In January this year, I began training staff to replace me. I moved to my current role in May.

“Three years on and I’m thrilled to be in the job I was aiming for - in the Warranty Department - handling breakdowns and queries from outside the organisation relating to faulty parts. The experience I gained in my previous roles providing a bridge between our customers and technical experts, helps me with the work I do today, and I enjoy the challenge of sorting out problems. No two days are the same!

Phoebe has a degree in Equine Psychology and is from a farming background, experience which she feels helps with her current role. “It’s surprising how some of the things I learnt at university are useful in this job. Empathy is a big part of customer service and I find a gentle approach works wonders when I’m trying to sort out challenges at NIBE.

“I love learning and I’m always asking questions, so I’ve picked up a lot of information. We’re a great team here and we’re encouraged to be flexible. I’ve become a kind of go-between as I know my way around the organisation and like working with all sorts of different people.

“We’ve been through a lot of big changes recently, but everyone enjoys working together, especially since our new MD, Paul Smith, was appointed last year. Morale is high, we’re well integrated and everyone is very enthusiastic, keen to support Paul in his new freshperson-focussed approach. He enjoys having a laugh and a joke with us, but that doesn’t get in the way of the hard work we do. It’s a good balance.”

“It’s an exciting sector to be working in at the moment. Heat pumps area way of providing alternative heating and hot water for homes and businesses in areas of the country where previously options would have been limited - especially in rural communities. That’s a great thing. Our air source heat pump range, in particular, has many different models providing lots of options for customers to suit their needs.”

What helps you keep motivated?

Variety! I don’t like feeling stuck in a rut, so the unexpected is good.

What qualifications do you have?

I have a degree in Equine Psychology.

What’s your biggest achievement?

I think graduating from university was a pretty important moment. It was an uphill struggle at times but getting my final results and walking up onto the stage to collect my degree made it all worthwhile!

What do you do in your spare time?

I’m a great crafter and love making things, painting, and drawing. I also love being outside, walking our dogs - and some of my friends have horses, so I like working with and riding those too.

Are you a cat or dog person?

Dogs! Definitely dogs. Cats are too aloof. What is it they say? Dogs have owners and cats have staff? That about sums it up. Me and my partner have a Staffordshire Bull Terrier and a Lab and I love them to bits.

What’s your favourite food?

Garlic bread, especially homemade. But I could always do without the washing up!

What’s your favourite drink?

If I’m being honest, I’d say it’s PepsiMAX. I’m a Pepsi MAX fiend. Sorry!

What’s your favourite TV show or film?

My favourite film is Finding Nemo. I could probably recite it backwards - I’ve seen it that many times growing up.

What’s the biggest lesson you’ve learnt in life?

Don’t change who you are to suit someone else’s expectations. It’s sad to see how many teenagers are influenced by social media these days, desperate to be someone they’re not. It’s important to be yourself.

What advice would you give your younger self?

It’s ok to make mistakes. Getting things wrong is how you find out how to do things the right way.

What would your dream holiday be?

I’m a huge Country Music fan, so Nashville would be on my bucket list. Next year I’m going to be thirty and my dad will be celebrating his sixtieth, so we’ve got this dream to go to Nashville together. Fingers crossed.