Meet Naomi Carlton-Poole - an essential part of our Client Services and Operations team

At Crunch, we’re proud of the amazing people who help create our workplace and culture. To celebrate the fantastic people at Crunch, we’re giving you a behind-the-scenes look at those who are a vital part of what makes Crunch so special.

Today, we’re introducing Naomi Carlton-Poole, our Client Services & Operations Manager and Data Protection Officer. With 12 years at Crunch and a passion for operational excellence and data security, Naomi plays a crucial role in delivering exceptional service and ensuring smooth operations.
‍

Inside the role of a Client Services & Operations Manager

1. Congratulations on 12 incredible years with us! Could you share your key responsibilities in leading the Client Services and Operations teams?

I lead the Client Services and Operations teams to deliver both exceptional service and company-wide operational readiness through client admin, operational audit, operational training and operational coordination. 

This involves driving the use of and increasing the knowledge of our additional services and referrals to partner services to increase the value to our new and existing clients.

As a data protection officer, I also govern and advise the business on the protection and security of client and employee data to ensure that we are compliant with GDPR. Amongst many other things!

2. With such a dynamic role, your days must be filled with a variety of tasks and challenges. Can you give us a peek into what a typical day looks like for you?

No two days are the same really! It will always start with going over the data for the department including add-on services, team volumes for emails and tasks, Self Assessments to name a few. I also check my emails and chat messages to sort out the plan for the day ahead. 

Usually, my days are pretty packed with meetings and group discussions. However, I get involved in a whole host of exciting projects where my input can vary widely — from planning to creating, idea generating to reviewing and signing off. I might also be guiding and advising or providing support. Essentially being part of the change and development of the business every day, it's very exciting!

3. Given your involvement in various exciting projects, are there any recent initiatives you’re particularly proud of? We’d love to hear more about your recent work and their impact. 

Sure! Here are a few recent projects that stand out….

Closing and Retention Project: 

We’ve been working to ensure client continuity by equipping our Client Success Managers with the knowledge and skills needed to support clients throughout their Crunch journey, especially as they wind down trading.

Onboarding Project: 

We’re conducting a comprehensive review of the onboarding journey, implementing both small changes for immediate improvements and larger system changes for a more efficient experience for clients and our teams.

AI Support in Phone Systems: 

We’re integrating AI to assess and analyse calls, providing insights for improvements and supporting our Client Success Managers in delivering exceptional service.”

4. Wow, it sounds like you’re always ready to go the extra mile for clients and your team! How do you make sure you’re available and supportive of everyone you work with?

I’m always eager to help, whether that’s assisting clients, supporting my team, or aiding anyone I work with at Crunch. I try to be as available as possible and go the extra mile to support everyone. My virtual door is always open!
‍

Now for a glimpse into the person behind the role!

5. What do you enjoy doing outside of work?

I love crafting, solving puzzles, and spending time in nature with my dogs on long walks.

6. Do you have any hidden talents that might surprise us?

I can drink a lot of tea!

‍

Looking Ahead – More Stories from the Crunch Team

We hope you’ve enjoyed this glimpse into Naomi’s role and contributions at Crunch. Our team members are the driving force behind our success. We’re excited to continue sharing more stories that showcase the incredible people who make Crunch what it is.

If you’re curious about how Crunch could support your business, we’d love to offer you a free consultation. Get in touch today to explore how we can simplify your accounting!

Book a Call

‍