Meet The Team

Lucy Higginson Customer Support Manager

What name/nickname do you prefer to be called?

I’ve not had a nick name in years, I’m just called Lucy these days.


If you could write your own job title that best describes what you do here, what would it be?

A good analogy would be Air Traffic Controller!  The Customer Support Manager’s roll is to oversee the smooth running of the department, ensuring customer queries and orders are dealt with efficiently, liaising with all areas of the company as necessary.  It’s my responsibility to monitor many different processes and if I see something going off course, to address the issue as quickly as possible.


We are constantly helping to drive the business forward by improving our internal procedures to ensure we are offering the best support and service to our customers.


What do you enjoy about the work you do? 

Turning a negative into a positive!  Our Department deals with thousands of customer orders and enquiries every week and it’s inevitable problems arise – I love fixing these issues, driving them to a conclusion and making sure our customers have a positive experience when dealing with us.


The variety – no two days are the same at SpanSet! There are always fresh challenges and I’m constantly learning something about the new products and services we offer at SpanSet and how we can best help our customers with these.  Customer Support deal with everything from processing an order for a harness and lanyard to working to extremely tight deadlines - organising equipment inspection on a ship due to leave harbour for example! 


I enjoy managing people, something I have done for the past 15+ years.  Watching people grow within the business is so satisfying and it’s a pleasure to work with such a passionate team.


What are your hobbies? 

I thoroughly enjoy running, especially the feeling of freedom it gives me.  I love the planning involved too and as I am very competitive, also enjoy constantly trying to improve and push myself. I have completed numerous 5K, 10K and the most challenging, half marathons.


My second hobby is Tae Kwon-Do, there is nothing better than punching and kicking pads and people after a hard day’s work 😊 It’s an excellent hobby to keep your fitness up. Competitions are held in arenas around the country and are fantastic – I love competing in them as do my children.