A day in the life of the Hidden Hearing Customer Services team

✓ Evidence Based
Ivor Lewis

Ivor Lewis

Senior Hearing Aid Audiologist at Hidden Hearing
Mr Ivor Lewis, Senior Hearing Aid Audiologist with Hidden Hearing has been an audiologist for nearly 20 years and is highly recognised as a conscientious and caring professional. Ivor has been with Hidden Hearing since 1995 and took control of the Cashel branch in 2011. This branch is now recognised as a Centre of Excellence for Hearing Care in Ireland.

As a fully qualified Fellowship member of both the British, and the Irish Society of Hearing Aid Audiologists, he has years of advanced training both locally and nationally.

Find Out More About Ivor

38701475_sName: Fiona Dunne

Title: Customer Services Administrator

Years with Hidden Hearing; 11 years


Favorite part of the job: Getting someone’s problems solved, if it’s something that can be done over the phone all the better. It is refreshing to hear the relief in the client’s voice when they know that they have been listened to and that someone will be out to see them if required.

A typical day for Fiona

Arrive at work  at approx 8.30am : I arrive in the office and kick start the day by putting the kettle on for the first coffee of the day. I then log on to my computer to see what emails were received overnight and I listen to the phone messages that were made overnight.

9.00-11.00 : I follow up on any phone calls or emails that were made overnight, fielding inbound calls and emails from client and staff, and also now monitoring our new live chat feature via our new website. Telephone calls can be  different and you don’t know where the conversations will go or how long one call will last, this makes the day interesting as no two days are ever the same.s

11.00 -12.30 : We normally  receive the post in to the office at  approximately 11.00 am after it has been sorted into the different departments. I open all the customer service  post any service/ repairs or repair paper work is passed  to my colleague Olga. I prioritise all my paperwork which is to be input and up dated on to our system & close off service requests reports that have been completed.


1.30 – 2.30 : Now it’s Olga’s time for lunch, so I monitor all phone calls,  from the designated phone line that we have for our clinics  to call  when they need to contact customer services. I also monitor all emails and respond to live chat requests received. Just like Olga did when I was on lunch, most days can be busy,

2.30 – 5.00 : Welcome back Olga,,, This is the longest stretch and by 4.00 pm most of the day’s tasks would be completed by now, finishing off any call backs that have to be made, sometimes you don’t like to contact too early in the morning as people can be in bed or  at Mass., Ensuring that the last of the paperwork, and tasks have been done so everything is left clear for the following day and the new day to start again.

Our friendly and experienced customer service team are only a phone call or an email away and will be able to help with a multitude of queries on freephone 1800 818 808 or Email: customercare@hiddenhearing.ie

A day in the life of the Hidden Hearing Customer Services team
Article Name
A day in the life of the Hidden Hearing Customer Services team
Fiona Dunne has been a member of the Hidden Hearing customer services team for 11 years. Read our blog to find out what her day is like.
Publisher Name
Hidden Hearing
Publisher Logo

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>