Interview With Operations Director Tracey Higgins

WO: Tell us about yourself?

TH: I am originally from Maidstone in Kent, and I moved to Lancashire in 2004. I’m married to Nick with two children, Harry who is 27 and Millie, who is 22. I have a Jack Russell terrier called Patch. I have worked for World Options for 16 years, but prior to that I worked at companies such as PC World Business and Lloyds TSB. I was fortunate to live in the Falkland Islands for 9 months, what a great experience.

WO: What is your role and duties at World Options?

TH: My role as Operations Director includes looking after customer services, key accounts, invoice queries and the freight desk. I am also responsible for looking at processes within the company that can be automated and work more efficiently in all departments.

**WO: What changes have you seen at World Options since joining in 2006?**
TH: Wow, so many changes in my time with World Options. The biggest I would say is the portal. Pre-portal we had to work out the dimensional weight and refer to rate sheets to give customers quotes over the phone. To see the portal developed and come to fruition has been amazing, and now the portal does so much more than just offer quotes.

WO: What can franchisees expect from the departmental changes of moving Invoice Queries and the Freight Desk under the remit of Operations?

TH: I will be working closely with both World Options Invoice Queries Manager Kim Bowe, and the Freight desk Manager, Sarah Ainsworth to see what new processes and automation we can put in place to enable queries to be resolved quicker, simplify the quoting process for freight desk and look at what additional training we can offer for the teams.

**WO: What changes have occurred at World Options following the buyout by MBE Worldwide and what benefits will franchisees see in the future because of this?**
TH: At the moment its early days, but we all see that this is a huge opportunity with the potential for some fantastic growth for both World Options and the Franchise network. We are excited to be working with Mailboxes Etc and to see what the future brings.

WO: What are the Operations Department's plans and goals for 2023?

TH: In 2023 I will be looking at additional ways of improving the services we offer for your customers through regular training for the teams and regular review of automation and processes.

tracey higgins and harry holden — **WO: Do you have any advice or tips you would like to share with franchisees?**
TH: Everyone at head office is there to help and support you, utilise the teams as best you can. If you have a question, no matter how small, let us help you. The teams are passionate about their work and its important for everyone to build great relationships.

WO: What is your Favorite Holiday?

TH: This is a tough one as we have been on some great holidays, I think for me at the moment I would say our trip to Cuba, I have never seen beaches with sand like flour, sea so clear and the people were lovely. To see Havana was amazing as was the Rum!

Although Lapland was a very close second.

WO: What are your Hobbies?

TH: I like to visit the gym, I love spinning and weight lifting and I also enjoy walking, living in the country there are some fantastic views whilst out walking. I love nothing more than spending time with my friends laughing and enjoying a cocktail or two.

WO: Who is the most influential person in your life, and why?

TH: I know it sounds cheesy but I would say my husband and kids. Nick has been such a great support to me in my career and every aspect of my life and I am so proud of my children, they have worked so hard to get to where they are.