Where great customer experiences begin: respectful frontline service at wienerberger

At wienerberger UK & Ireland, customer service isn’t just about processes or systems, it’s about people. Our frontline teams play a vital role in creating those positive first impressions, helping customers save time, feel confident, and focus on delivering their own projects successfully.

On World Receptionists’ Day, we are recognising the individuals who provide our customers with the support they need, ensuring every interaction is welcoming, helpful, and focused on delivering the best possible experience. For customers, this means faster connections to the right teams, fewer repeat calls, and the reassurance that their enquiry is being handled by someone who genuinely cares.

One of the first people many customers and visitors connect with at our Cheadle head office is Louise Trickey, Receptionist at wienerberger UK & Ireland. With nearly two decades of experience, her warmth and professionalism help ensure that everyone who contacts our front desk, whether in person, by phone, or via email, feels comfortable and is treated with care and respect.

“I’m always cheerful with customers; greeting them with a friendly voice, listening to their enquiry, and seeing how I can help meet their needs. The bulk of my work is chatting with people, which I really enjoy. From helping a customer on the phone, to welcoming visitors into the building or greeting someone coming in for an interview, I try to put everyone at ease, especially if they seem nervous. I treat people the way I like to be treated, always with respect and a smile, even if I don’t always feel like smiling. I always try to stay professional. Most of the time, I collate contact details and then put them through to the relevant person or department so their query can be resolved promptly.” — Louise Trickey, Receptionist, wienerberger UK & Ireland.

Louise joined the business in 2007 as a temporary receptionist and has since transitioned into a full‑time role, spanning an 18‑year career at the very front line of customer service.

“I started my wienerberger journey in October 2007 as a temporary receptionist. Then, in January 2008, I was offered a full-time position as a third receptionist at the head office. At the time, wienerberger had just acquired a brick company, Baggeridge Brick, and it was great fun working with the other receptionists.”

Alongside welcoming customers and visitors, Louise plays a vital behind-the-scenes role in ensuring the head office runs smoothly, so customer interactions remain seamless and professional. 

She also plays an important part in supporting colleagues across the business.

“I listen to younger colleagues when they are stressed because a customer has been rude or unhelpful. I calm them down, talk things through, add a bit of humour, and explain that while it’s important the customer gets their products delivered as expected, no one needs to get hurt in the process. Alongside supporting people, I also handle incoming and outgoing post, order PPE and stationery, check and replenish kitchen and toilet supplies, and ensure the building is well‑maintained and welcoming.”

Reflecting on her journey, Louise shares the advice she would give to young people considering a role in hospitality.

“I’d advise any young person who is people-friendly and has an outgoing personality to consider starting off with a front desk role. It’s a great introduction to how things and people work in a company. If you are lucky to work in a large organisation like wienerberger, especially at the head office, you would meet all kinds of people, including customers, partners, directors, managers, and guests, which is great for networking and character building.” — Louise Trickey, Receptionist, wienerberger UK & Ireland.

Stories like Louise’s reflect how we are building for what’s next at wienerberger. By investing in our people, supporting respectful frontline service, and focusing on everyday experiences, we’re creating stronger relationships with our customers, built on trust, care and consistency.

While we highlight Louise’s story today, we also want to recognise the receptionists and front‑desk teams across our sites who create positive first impressions and help turn customers everyday interactions into meaningful experiences.

Happy World Receptionists’ Day from all of us at wienerberger UK & Ireland.