Introducing Fresh Desks Ticketing System for Admin Requests 

We are excited to announce the implementation of a new ticketing system via Fresh Desks to manage all admin requests across our 9 office locations.  This will be piloted in Colchester, Halstead, Ipswich and Stratford initially, closely followed by Chelmsford.  Following a successful pilot, this will be rolled out to all offices in line with your IT migrations.

Ahead of our Go Live Date the Business Support team wanted to provide an update on the team and what to expect when we transition to our new ticketing system on Fresh Desks on 6th May. 

An update on our Business Support team 

Tanya Johnson is our Group Business Support Manager and oversees the Business Support teams across all 9 office locations. 

Tanya is supported by Cullum Woods, Regional Team Leader. Cullum has over 9 years of experience in the Financial Services, focusing on pensions & financial advice. During his career, Cullum has managed large teams, covered complex pension regulations and focused on customer service experience. As the Regional Team Leader, Cullum supports the teams in Chelmsford, Colchester, Ipswich, Halstead and Harlow. Cullum regularly visits these office locations and aims to attend office managers meetings to gain feedback on areas where we can help and support you. He is also a member of the new RIALTO committee and takes a personal approach to his work. 

I am pleased to welcome two new members to our growing team: Forida Mithagre and Khalid Abioye.  

Forida Mithagre joined us last week as London Team Leader. She brings with her experience in dispute resolution, mentoring, training and more from her time in the sales and finance industries. Most recently she managed a hybrid team of investigators and paralegals, supporting policy and procedure development in the Motor Finance Commission area. Forida will support the teams in Orpington, Sidcup, Stratford and Sutton. Forida will be visiting these offices over the coming weeks so please join us in welcoming her to Affinia. 

Yesterday we welcomed Khalid Abioye as our new Group Facilities Lead. Khalid will support in leading the Front of House team as well as organising repairs & maintenance, servicing and organising office specific events i.e. room booking, organising refreshments, AV set up and more.  

We are also pleased to announce the promotions of Marnie Cavill and Sara Stevenson who have both stepped into their new roles as Business Support Senior. Both have been an integral part of the Business Support team and helped with a smooth transition to the new Affinia brand. Their hard work and dedication has enhanced the support team to deliver an efficient service to all staff and clients. Please join me in congratulating them in their new roles. 

Your new ticketing system

This system will streamline the process, ensuring efficiency and consistency in handling your requests. Key benefits include:

• Centralised Location: All admin requests can now be raised in one central location, making it easier for everyone to access and manage.
• Unified Team Management: Our dedicated admin team will manage requests from across the group, regardless of location. This ensures that every request is picked up within a fixed SLA timescale and completed efficiently.
• Round Robin Approach: Fresh Desks uses a round robin approach to distribute requests evenly among the team, preventing any one person from being overloaded.
• Templated Requests: Each request will follow a template to ensure all necessary information is provided, allowing for quicker and more accurate completion.
• Specialised Teams: Each request queue will be handled by a trained team, skilled in specific areas, ensuring expertise and quality in every response.
• Workload Management: The Business Support team can more easily manage their workload and provide timely updates to requesters.
• Analytics and Reporting: Freshdesk provides powerful analytics and reporting tools to track our performance and identify areas for improvement.
• Knowledge Base: The system includes a comprehensive Knowledge Base to address common business-wide queries, ensuring everyone knows what to do and where to find information.
• Easy Access: You will find a button on the Loop with easy-to-follow prompts to raise your admin requests.

Go Live Date:

The transition to Fresh Desks will be completed by 6 May 2025. Please ensure all admin requests are raised through the new system starting from this date. Please see below examples of what the new system will look like when raising a ticket:

This is another step forward in centralising our processes and joining up our teams, making our operations more cohesive and efficient.

We believe this new system will greatly enhance our ability to manage admin requests efficiently and consistently. If you have any questions or need assistance, please do not hesitate to reach out to the Senior Team.

Thank you for your cooperation.

Tanya