Lauren Martin manages three National Windscreens fitting centres, in St. Austell, Exeter, and Barnstaple. In this article, she shares what a typical day looks like for her, how she maintains three busy sites, and how the learning and development opportunities at National Windscreens have given her the chance to progress in the business.
Efficiency and delivery
Lauren comments: “My role as a Multi-Site Fitting Centre Manager demands flexibility, precision, and leadership. I am focused on keeping the three sites running efficiently, supporting my teams, exceeding customer expectations, and driving consistent performance every day. My days are usually fast-paced and filled with a wide range of responsibilities. This requires me, and the teams, to have a disciplined approach to ensure smooth operations in both locations.
“Each morning begins with checking the stock levels at each site. I immediately deal with any stock-related issues, reporting damaged or scratched glass directly to head office. If required, I reschedule the customer appointments to prevent delays and maintain satisfaction.
“Ensuring that technicians have a clear and productive schedule is crucial, so I coordinate their daily plans to minimise downtime and maximise efficiency across both branches. I make it a priority to review and update notes on all ongoing and older jobs daily. For jobs pending due to backordered items or delayed delivery, I keep in close contact with customers, providing them with regular updates.
Lauren Martin manages three National Windscreens fitting centres, in St. Austell, Exeter, and Barnstaple.
A customer-first approach
“Customer communication is central to my role. I constantly monitor messages on our system which is the primary channel for customer contact. I also proactively manage future bookings to ensure the customers have a convenient time for their vehicle to be serviced. I am always looking to ensure the customer service at my branches is of the highest standard, so review all services and communication that we have scheduled for our customers.
“Our Net Promoter Score (NPS) is an absolute priority at National Windscreens. In 2024, we achieved an ‘excellent’ rating for customer satisfaction. It is my responsibility to ensure a consistency of service and to achieve this, I remain in contact with the technicians throughout the day to resolve any challenges faced on the road.
Building relationships
“Maintaining high standards is non-negotiable for me. I ensure that the technicians follow all company procedures, from Health & Safety protocols to accurate completion of job cards. It is important to collaborate with departments from across the business, whether it is resolving invoice or account issues, consulting with our call centre, or coordinating with logistics.
“Building and maintaining strong relationships with account customers and insurance brokers is another critical aspect of my role, to promptly address any queries or complaints. I am also responsible for overseeing each branch’s Profit & Loss (P&L) and NPS performance, tracking trends and managing targets accordingly.
Laurens’ Background
“My journey within the industry started aged 16, as a customer service advisor and started at National Windscreens over a decade ago. I was always driven and wanted to enhance my career and was promoted to branch manager aged 23, one of the youngest managers ever at National Windscreens. It is a testament to the attitude of my team around me, and I am grateful for the opportunities presented to me throughout my time here.
“The learning and development at National Windscreens is first class and has given me the tools to thrive. The clear pathway to progression has helped me to develop my skills and improve as a leader. Creating and maintaining a motivated work force is an important part of leadership, as a result, the branches have exceeded expectations and broken records. With the investment from Cary Group and the growth of the company, I am excited to see what the future holds,” said Lauren.
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