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Meet our Client Projects Manager

At the core of Lemon lies its exceptional team, comprising over 100 dedicated operators and office support staff who diligently work around the clock, 24/7, to surpass the expectations of our valued clients.

Lemon serves a diverse portfolio of more than 80 clients across the UK and Europe, spanning various sectors including FM, retail, law, and care. Our commitment extends beyond conventional customer-supplier relationships, as we continuously strive to ensure our clients' customer service needs are not only met but exceeded. Our services are designed with scalability, flexibility, and resilience in mind, ensuring adaptability to evolving requirements.

Leading the charge in managing client projects is Lauren Robson, the Client Projects Manager at Lemon Contact Centre. With 14 years of tenure within the organisation, Lauren brings a wealth of operational expertise and experience to her role. Beginning her journey at Lemon as a Customer Service Advisor, she progressed through various positions such as Systems and Process Officer and Client Relations Lead, before assuming her current position as Client Projects Manager.

The Client Projects team collaborates closely with our Account Managers to meticulously scope, plan, and deliver all client project requirements, including systems integration, database builds, and training needs, to the highest standards of excellence and so supporting first class service delivery.

Name - Lauren Robson

Role at Lemon Contact Centre – Client Projects Manager

How long have you worked at Lemon Contact Centre?

14 years – starting as a Customer Service Advisor and progressing through various operational roles during that time. I am extremely proud of the journey I have been on at Lemon, having started as a Customer Service Advisor 14 years ago and moving through different roles within the business, this has given me some great experience.

What do you do on a day-to-day basis?

Overall, its project management for clients and ensuring that their project needs are taken care of.

This includes working closely with our account management team to ensure that all systems are set up as part of the on-boarding process. Beyond this, I liaise with our IT team to ensure that any projects that you may need, such as database changes are carried out as agreed and to the required standard. I have a dedicated and passionate team that work alongside me who fully support our client’s needs. At Lemon, the people really do care – we all genuinely care about supporting clients and their business.

What do you like about your job?

I love meeting people, whether that’s clients or colleagues, so many people have become long standing friends. Although my role has structure, no two days are the same which can make the job so challenging and rewarding. Delivering outstanding customer service for our clients is the number one priority for me and my team. From my experience working at lemon, I have a fully holistic view of the client management process that I feel benefits and adds real value to our client relationships – I know the challenges that face our clients and am able to transfer that knowledge into real, workable solutions that add real benefits for our clients.

Thanks, Lauren!

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