Posted on 5-October-2026

Meet the Team: Jill Gallagher, Customer Service Representative

Original published on 05-Feb-2021. Updated 05-October-2026.

Good customer service can make a real difference, particularly when customers need a quick answer, reassurance or simply someone who understands their question.

Recent research from the Institute of Customer Service highlights how important it is for organisations to be easy to deal with, while research from the Contact Centre Management Association (CCMA) shows that customers continue to value a mix of communication channels, with email popular for routine queries and phone calls still preferred for more complex or urgent conversations.

For Jill Gallagher, Customer Service Representative at Daniels Healthcare, that balance between technology and personal contact is a familiar part of the job.

Jill has been a valued member of the Daniels Healthcare customer service team for many years, supporting customers across both the healthcare and industrial sectors. She now looks after a portfolio of key accounts, while also helping the wider team respond to enquiries from across the UK and Republic of Ireland.

“I’ve got six accounts that I look after, which is really nice because you get to build up a rapport with people,” says Jill. “A lot of my customers have been with us for quite some time now, so you get to know them really well and they know exactly who they’re speaking to when they get in touch.”

That continuity is something Jill particularly values. For customers, having a familiar point of contact can mean knowing who to turn to when they have a question or need help with an order.

As customer service has evolved, so has Jill’s role: “We’ve definitely taken on more responsibility over the last few years and it’s been great to be part of that. Every day is different, whether it’s helping with NHS orders, supporting our industrial customers, or working alongside the rest of the team when things ramp up.”

Finding the right way to communicate

Like many customer service teams, Jill saw a significant shift in the way customers communicated during the pandemic. While phone calls remain an important part of the service, email has become the main way many customers get in touch.

“During COVID, everything moved to email because we were all working differently and remotely. Since then, most customers have stuck with it, which actually works well because we’ve got a record of everything. That can be really useful, especially if there’s more than one person involved. But the phone is starting to get busier again, and I do enjoy speaking to people.”

For Jill, having different ways to communicate is important because not every query is the same or as urgent as another. Although one of the questions she regularly helps with is what to do when a sharps container is full.

“We get a lot of people asking what to do with their full sharps bin. It’s something we help with every day and we’re always happy to point people in the right direction.”

Read our guidance on the safe disposal of full sharps containers.

The value of a human conversation

Technology continues to play an increasingly important role in customer service, but Jill believes there is still a place for human contact, particularly when someone needs reassurance or has a more specific question: “AI and chatbots are becoming more common, but I still think people want that human contact. When someone’s got a problem, they want reassurance and they want to know they’re speaking to someone who understands and can help.”

It’s an approach that reflects a wider shift in customer expectations. While digital communication is now an established part of customer service, research continues to show the value customers place on being understood, receiving a clear response, and being able to resolve their issue.

For Jill, that personal approach is one of the things she enjoys most about her role: “I genuinely enjoy coming to work. We’ve got a great management team, brilliant colleagues, and lovely customers. It really is the whole package.”

Listening, communicating and paying attention

For anyone considering a career in customer service, Jill believes the most important qualities are straightforward: listen carefully, communicate clearly, and pay attention to detail.

“You’ve got to be a good listener and a good communicator. People just want someone who’ll listen, reassure them, and help solve their problem. Attention to detail is important too. I’m still old school and write everything down in notepads, but it works for me!”

Outside work, Jill enjoys spending time with family and friends. She’s looking forward to getting married next year and enjoys exploring new places on weekend city breaks, with Amsterdam among her favourite destinations.