RIPON, U.K. - TelAve -- Tom joined the firm two days a week while studying a sports/coaching BTEC. Mostly tasked with removing stickers and the dual controls from used instructor cars, there were exciting conversations within the business at that time around what the future looked like.

Jake, son of original owner, Bill Plant, expressed that he'd like to have Tom in the office, which he agreed to – and the rest is history but an exciting journey!

Tom never wanted to answer phones (his own words) but Operations Director at the time, Roy Danby asked him to 'jump on the phone', which Tom described as the 'first integration for being in the nucleus of the business and was a bit of a baptism of fire - but I was so happy.'

Tom continued: 'I did that, loved it, had a spring in my step. I worked part time all the way up to July 2010 and thought I would take my summer holidays, however Roy asked if I wanted a job. The business needed staff, I was offered a decent salary, and it made sense.'

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Tom worked in the booking team for a year, but then as the business grew, Bill wanted to set up a specific phone line for instructor support, which led to creating the team the company has today.

'One thing I would say, and commend, is that Bill always liked consistency - car the same, everyone gets the same thing, very uniform, and I have always felt that this was important.'

Tom says: 'We have to understand what instructors need - provide reassurance, guidance, be that caring ear at the end of the phone. In my mind, it's about being that chirpy person at the end of the phone who cares and wants to understand - this is a partnership, we need to work together.'

From managing the bookings team, to becoming Head of Instructor Support, to then heading up a newly formed role - Head of PDI success; Tom shows how hard work and dedication can really help you to succeed.

The business was purchased by the current owners in 2017 who brought in a strong sense of wanting to grow strategically from the incredible work already done by Bill and his team, leading to creating the Driving Academy and moving to a highly strategic approach across the business including marketing, vehicle use and management structure.

https://www.billplant.co.uk/