Meet Joanna Campbell: Customer Service Co-ordinator at EFP Spennymoor

How long have you been with EFP?

I joined EFP in2005, and my earliest memory is walking onto the shop floor and being put straight onto a press, taping up Electrolux packaging and barrowing it up twice my height. Everyone was so welcoming, and a lot of those people still work here today. Over the years, my role has evolved significantly. I started in production, but as the business grew, so did my responsibilities. I’ve worked in most areas of the plant, including pre-foaming, quality assurance, offline operations, finally settling in customer services.

Describe a typical day and the challenges you face

My typical day starts early with a quick scan of emails to prioritise tasks followed by the morning production meeting, to align on goals and flag any blockers. From there, it’s a mix of scheduling, orders and liaising with internal and external customers. No two days are the same, which keeps things fresh and energising. One of the most challenging aspects of my job is balancing competing priorities. With a busy workload and challenging customer needs, it’s easy to feel stretched. I’ve learned to lean on my team for support. I’m happy if the customers are satisfied.

Any memorable moments?

A standout moment for me was stepping in to support customer service during maternity leave. I’d spend half my shift on the shop floor, then do a quick outfit change and head into the office to help wherever I was needed. I was so shy at first – answering the phone and speaking to new people felt daunting—but the team really went out of their way to build my confidence. Their support, training and mentoring played a huge part in getting me to where I am today and being able to trust my own judgement and growing into new responsibilities, I’m so grateful they kept me on, especially since I found I preferred the office environment.

Most enjoyable part of work?

What I enjoy most is the people, many of my family member’s work or have worked for the business and my team are my extended family. I even met my partner of 14 years here. The overall culture at EFP is supportive and I get to work with talented individuals who challenge me to think differently and push boundaries.

What has been key to your professional growth at EFP?

The key to my growth at EFP has been curiosity and adaptability. I’ve embraced learning opportunities, taken calculated risks, and stayed open to feedback. The company has supported me every step of the way. Recently, I completed training in customer service for all the plants, becoming central to a recent restructure.

What motivates you?

I’m motivated by demand and deadlines and knowing that what Ido contributes to something bigger. Whether it’s improving a process, mentoring a colleague, or delivering a successful project, that sense of purpose keeps me going.

Tags: Our People