Meet the Team: Emma Hatton

Meet Emma Hatton – Our fabulous Head of Client Services at Citipost Global.

Emma Hatton’s journey at Citipost Global is a testament to her adaptability, dedication, and passion for client services. Starting in 2018 in the warehouse, Emma initially intended to stay for just a couple of months, working around her children’s school hours. Little did she know that this temporary position would blossom into a fulfilling career.

Q: How and when did you start working for Citipost Global?

I began working at Citipost Global in 2018 in the warehouse. Initially, I worked outside, picking and packing on the domestic side of the business, and later moved to the international team processing our international mail. Back in 2018, it was just one computer processing international jobs; now we have four computers processing our client’s mail, which shows the huge growth we’ve experienced! Prior to joining Citipost Global, I was at home for ten years raising my two children, and before that, I worked as an office manager in the London theatre industry.

Since being part of the Global team, I’ve had the privilege of watching my career evolve in ways I never thought possible. When I started in the warehouse, I initially intended to stay for just a couple of months, working around my children’s school hours. Little did I know that this temporary position would blossom into a fulfilling career. My journey has been filled with growth, challenges, and opportunities that have shaped me into the person I am today!

Q: How did you get into client services? What do you love most about your role?

I was offered a job as part of the office team several times actually before I joined client services, but it hadn’t felt like the right time due to my children being younger. When they started school, I was so excited to take on a permanent role as I was loving working at Citipost, and I joined the client services team: I knew I wanted to learn something new and felt I had so much to give to the company.

At the time that I joined, the client services team was small, just two of us. Working in the warehouse had given me a strong foundation in understanding the end-to-end process of the business, which was, and continues to be, invaluable to the development of the team and our processes, and in supporting clients with their understanding of what we do. I really do love my role as Head of Client Services: I have the ability to get involved in all aspects of the business, work within a fantastic team, problem-solve day in and day out, and develop others.

Q: What is your greatest professional achievement?

I feel that my greatest professional achievement has been the development of culture that I have been able to support in the offices. When I joined the office team, I worked really hard on creating a real community feel, through orchestrating lots of opportunities to work together and also be social in and out of working hours. It’s wonderful to see how much more collaborative and vibrant the environment has become. We get on so well as a team, which helps us achieve great things!

Q: What are the latest developments in the client services team?

The introduction of Velociti has been a game-changer for the Client Services team. The reporting it provides allows us to offer fabulous insights to our clients. I’m excited to see the team grow with this product and service our clients at an even greater level. We’re also welcoming new starters into our ever-growing team, and I am really exciting to get stuck into training and development over the coming weeks.

Q: What are you proud of in your client services team?

I’m incredibly proud of my team – they are a team of such hard-working, adaptable and committed individuals. The role changes constantly, and no two days are the same, yet the team always rises to the challenge. They’re always hungry to learn and tackle new challenges, which is truly inspiring.

Q: What do you like to do outside of your working day?

I’m very lucky to have a strong social network of family and friends. I enjoy attending concerts and festivals, and I’m looking forward to this summer’s events. My two teenage boys keep me extremely busy, but I cherish every moment with them.

Q: What makes you laugh?

I’m always laughing, especially when I’m around people, particularly in the office! There’s lots of banter and silliness that keeps the atmosphere light and enjoyable.

Q: Where is your favourite place in the world?

My favourite place is anywhere with the right people. It’s the connections and relationships that truly make a place special for me.