About Us

Frontline has always been an organisation built on the foundations of teamwork, honesty and an environment where hard work and support were at the forefront of every action. These values were ingrained in Frontline founder, Nigel Jones, during his twenty years in law enforcement before venturing into the business world. Frontline started from a place of family, with Nigel and his wife Tricia spearheading the team, and through hard work and dedication they crafted Frontline into an innovative, trustworthy and industry-leading organisation.

Over the last two and a half decades, Frontline has established itself as an organisation that not only offers premier customer service and call handling services, but as an organisation that truly cares. Cares about its clients, cares about those it serves, and cares about the entire Frontline family. On reaching the significant milestone of 25 years in business, it is on the incredible journey of the organisation, the ups and downs along the way, and the amazing people that have helped to build Frontline into the market-leading organisation that it is today that we reflect on and celebrate.

Journey Through the Years

The Early Years​
  • As the 1990s came to a close, Frontline was born, started by Nigel and Tricia Jones. 1999 saw the company take its first steps into offering a customer-centred approach to call handling services.
  • The onboarding of a chiropractic clinic as a client saw the company look to expanding into more medical-based businesses. This included winning an NHS contract that we tailored to best serve the nurses that were utilising it.
  • From an office above a bridal shop in Warsash, the Frontline team worked to meet the needs of clients as diverse as the Forestry Commission to company's working with heat detection technology in thatched roofs.
Bigger Offices and a Touch of Snow
  • 2006 saw operations move to a shiny new office in Whiteley.
  • The team grew, and able to serve more clients, the Frontline customer list grew along with it. Winter days became a memorable experience as snowy conditions created impromptu work sleepovers that only strengthened the bond of the Frontline family.
  • Once again needing room to grow, the Frontline team moved to a new space in Cosham. Our new digs came complete with two training rooms, a bespoke call floor, and even a better car park for our hardworking team. The perfect place to nurture our rapidly growing business!
From An Office Above a Bridal Shop to the Industry Leaders of Today
  • As business boomed, a bigger office became a necessity and 2013 saw Frontline move its operations to a new Portsmouth location.
  • Moving offices proved to be no small task, but through teamwork, months of planning and innovative solutions to any teething problems- including the rapid fix of an electrical issue, and a midnight move to ensure services weren't interrupted- we managed to settle into our new office, all while maintaining our 24-hour operations.
  • 2019 saw another change in the business as founders and leaders of the organisations, Tricia and Nigel Jones retired. While the departure of our esteemed leaders marked the end of an era, they left it in the safe hands of Managing Director David Jones.
  • As the COVID pandemic swept the globe, businesses around the world faced unprecedented challenges. The vital work of Frontline made our staff key workers and we were at the forefront of ensuring communication channels were maintained for vital industries. Our incredible staff worked tirelessly to help healthcare platforms and housing associations to weather the storm.
  • In a world with constantly evolving technology, we’ve always worked hard to adapt at every turn. From our early days of pigeon holes and handheld telephones we’ve come a long way, now offering live chat and social media services and integrating the latest cloud technology to give our clients the best service out there.
  • From our beginnings above a bridal store, through the challenges of triumphs of the last 25 years, to the industry leader of today, Frontline has built a business that consistently delivers results with a human touch. Now, as we reflect on our journey of the last 25 years, we can't wait to see what the next 25 will bring.
  • As the 1990s came to a close, Frontline was born, started by Nigel and Tricia Jones. 1999 saw the company take its first steps into offering a customer-centred approach to call handling services.
  • The onboarding of a chiropractic clinic as a client saw the company look to expanding into more medical-based businesses. This included winning an NHS contract that we tailored to best serve the nurses that were utilising it.
  • From an office above a bridal shop in Warsash, the Frontline team worked to meet the needs of clients as diverse as the Forestry Commission to company's working with heat detection technology in thatched roofs.
  • 2006 saw operations move to a shiny new office in Whiteley.
  • The team grew, and able to serve more clients, the Frontline customer list grew along with it. Winter days became a memorable experience as snowy conditions created impromptu work sleepovers that only strengthened the bond of the Frontline family.
  • Once again needing room to grow, the Frontline team moved to a new space in Cosham. Our new digs came complete with two training rooms, a bespoke call floor, and even a better car park for our hardworking team. The perfect place to nurture our rapidly growing business!
  • As business boomed, a bigger office became a necessity and 2013 saw Frontline move its operations to a new Portsmouth location.
  • Moving offices proved to be no small task, but through teamwork, months of planning and innovative solutions to any teething problems- including the rapid fix of an electrical issue, and a midnight move to ensure services weren't interrupted- we managed to settle into our new office, all while maintaining our 24-hour operations.
  • 2019 saw another change in the business as founders and leaders of the organisations, Tricia and Nigel Jones retired. While the departure of our esteemed leaders marked the end of an era, they left it in the safe hands of Managing Director David Jones.
  • As the COVID pandemic swept the globe, businesses around the world faced unprecedented challenges. The vital work of Frontline made our staff key workers and we were at the forefront of ensuring communication channels were maintained for vital industries. Our incredible staff worked tirelessly to help healthcare platforms and housing associations to weather the storm.
  • In a world with constantly evolving technology, we’ve always worked hard to adapt at every turn. From our early days of pigeon holes and handheld telephones we’ve come a long way, now offering live chat and social media services and integrating the latest cloud technology to give our clients the best service out there.
  • From our beginnings above a bridal store, through the challenges of triumphs of the last 25 years, to the industry leader of today, Frontline has built a business that consistently delivers results with a human touch. Now, as we reflect on our journey of the last 25 years, we can't wait to see what the next 25 will bring.

Some of Our Favourite Moments…

While it is hard to narrow down the achievements of the last 25 years to just a few favourites, there are some that are close to our heart.

Creating 20 new jobs for the hardworking people of our local Portsmouth area after winning a contract with an Irish company focused on reactive property maintenance.

Expanding to better serve global businesses by offering services in over 80 different languages.

Helping a local council to best serve its residents by providing out-of-hours call handling and escalation services with a personal touch.

Achieving ISO 27001 and ISO 9001 certification for our outstanding operations and services.

A Company Built on Stories of Success

Over the last 25 years, Frontline has been helping organisations to solve their communication problems. From helping housing associations through the pandemic to assisting IT companies to provide round-the-clock customer support, Frontline has enjoyed building stories of success and celebrating the career journeys of the Frontline family.

The Solution-Based Approach to Solve Pandemic Problems

The pandemic was a particularly challenging time for everyone. For a housing association trying to adapt to remote working, it was a time fraught with challenges. As customers faced frustration as calls were missed, the association turned to Frontline. Tailoring our services to meet the association’s unique needs, we created a solutions-based and customer-centric approach to ensure every caller spoke to the person they needed to. This not only made business a more seamless experience, but also improved the overall customer experience. 

Untangling Out-Of-Hours IT Issues

There is nothing worse than an out-of-hours IT crisis. When one leading IT organisation found it was having issues with customers finding IT assistance out-of-hours, Frontline stepped in to provide a helping hand. By providing out-of-hours call handling services, our dedicated and friendly Frontline family handled everything from call escalation for key IT systems to email monitoring and call coordination. Available all day and night, everyday of the year, Frontline has been integral in ensuring that the business runs smoothly and no one is left with out-of-hours IT trouble.

Creating Industry Experts

The Frontline team is at the heart of our operations and we’re proud to foster an environment that supports teamwork and development. From touring client sites to get a better grasp of their specific industry to specialist in-house training opportunities, our team members become experts in the businesses we support. Building our expert repertoire over the last decade, we are proud to now be attending specialist events to bring our services to clients that are leaders in their fields. 

Everyone at Frontline’s a bit weird- it’s a necessity to succeed here. Rough edges are smoothed via consistent training and support to develop excellent staff, but nevertheless, we are bunch of distinct oddball personalities. A functional whole is formed and utilised by recognising how individual traits positively impact the service we deliver. On each call we answer as a different company and industry that requires unique knowledge and customer interaction. It’s a specific type of professional that can handle constant change and fast-paced service, and Frontline has learned how to recognise the traits of those who are genuine assets to itself, its clients and their customers. If I may, allow me to introduce you to a few of the characters that have made Frontline home.

David Jones: 'The Debonair Gentleman'

Hidden in the cupboards of Frontline is a photo mug of David Jones with raucous rock musician hair and a guitar. These days, you’ll find him smartly dressed, donning a dapper jacket to meet with current and potential clients. He’s gone from professional musician to being the front man of Frontline- the charmer who gets us new clients and wants to show off his people to the world.

David’s family started Frontline and his music studio experience drew him in to assist with the I.T. side of the business. Since day one, he’s been deeply involved with the company.

“Transitioning from the music scene, I took on an IT role while pursuing my original music aspirations. Over time, my responsibilities expanded, culminating in key milestones like managing operations during our relocation to Whiteley. In 2004 I embraced a broader role as Operations Manager, then Ops Director in 2006, finally taking the mantle of Managing Director in 2008.”

The change in Frontline since 1999 has been astounding, from general operations to our interactions with and service provided to clients. While David has many fond memories of Frontline’s past, his focus is on the present and future.

“Reflecting on the business’s evolution from its pre-computer era to now brings back memories of significant change and growth. While there have been many achievements, the greatest reward lies in our current position. Assisting numerous clients daily and growing through referrals are rewarding, but nothing compares to the satisfaction of employing exceptional individuals and witnessing our collective success.”

David may be MD, but he still loves getting into the depths of tech and knows the power it has to shape the future of his company.

I’ve always been passionate about technology’s potential in our business, enabling us to provide tools for our team to better engage with customers.”

David sells Frontline on the strength of its people: ‘Our people are our product’ goes his mantra. His focus is on maintaining camaraderie and consistently strengthening the ties that make the team work so well together, as well as constantly expanding our knowledge and skillsets.

“As the Managing Director of a family business, my primary focus is on setting the company’s vision. My aim is to empower every member of our team to excel in their respective roles. By fostering strong relationships founded on trust and loyalty, we collaborate towards our common objectives, driving the success and sustainability of our company. Witnessing the team’s growth and innovation brings me immense joy. Seeing them thrive is incredibly fulfilling.”

The challenges that come with the demanding role of Managing Director are lightened by the hard work of the people around him.

“My role is made easier by the incredible support of my team. I’m reminded of a quote: “If you’re the smartest person in the room, you’re in the wrong room.” I’m grateful for my team; they make my job enjoyable.”

People stay at Frontline for much longer than most call centres. David knows there’s a special reason for this.

“Our team’s dynamic is just right, akin to having everyone on the bus in the right seat, working towards our common goals. It’s the unwavering support of our entire team, from the Senior Management Team to Team Leaders that fosters a culture of retention and commitment.”

Angie Shooter: 'Sherlock Holmes'

Angie is the lady you go to when there’s something strange afoot. When a client has questions about a call or how a situation was handled, they go to her. Starting in 1999, she has the longest employment of anyone in Frontline bar the directors, giving her the experience and knowledge to investigate and resolve any issues that might arise. She’s watched the company go from a simple set of phones to a fully computerised office that uses multiple systems to accommodate clients’ needs. 

“When I first started we only had a handful of clients- we were writing down all messages by hand then typing them up at the end of the day. We also had a CB radio as we had a contract with the New Forest and it was our only means of communication with that client. We are always looking for new business and it’s interesting to learn about new scripts and companies. We are moving with the times of how to accommodate the changing world of business.”

Angie moved all the way up from operator to shift leader, coach, training department, handling the payroll input and holiday requests and finally into Client Support, handling queries and managing clients’ rotas.

“My greatest achievement here is knowing that my training has made some really good operators who have moved onto more senior roles.”

Frontline likes to look after its’ staff and cares a great deal about supporting them both in and out of the workplace. As a mother, Angie can appreciate this.

“I have always loved that it is family business and how over the years when my children were small they were so accommodating. Frontline has encouraged me to move up in different roles when I didn’t think I could do it. It is a company that will always try to help you move on and improve yourself.”

Tracey Pollinger: 'Budget Queen'

Tracey is a fitness fanatic and can easily be described as the most energetic of the Frontline Senior Management Team. Starting in 2004 as Accounts Assistant, her top achievement was becoming Finance and Facilities Director in 2015. She understands and rises to the daily challenges of her role.

“Frontline works with so many clients and scripts, we need the right tools to keep information up to date. We utilise systems such as CRMs to enable this. I think the most challenging aspect is keeping up with changes in legislation.”

Tracey has witnessed massive changes in Frontline’s operations and client base in her twenty years and is looking forward to the changes and challenges to come.

“The business has grown and changed according to clients’ requirements. There have been amazing improvements in technology that mean we don’t just take calls now. We are known as ‘Contact Centres’ now rather than just call centres. I love the fact that we can make such a difference to so many contrasting businesses.”

“I look forward to seeing future leaders grow and develop in our business enabling us to be better equipped than ever to meet and exceed customers’ expectations.”

Tracey has also taken responsibility for Human Resources, which means a lot of daily interaction with staff members from Operators to other Senior Management. She likes to spoil Frontliners with deliveries of Krispy Kremes and other treats.

“I love working with people and that is what my job is about. I have met some amazing people during my 20 years at Frontline. I think our staff like the idea that we are a family-orientated organisation and treat them more as individuals.”

Tracey views the company as one big family. She frequently spoils staff with deliveries of Krispy Kremes and other treats. Her favourite memories are the annual Christmas events where staff get to relax and have fun with colleagues outside the office. She knows these kinds of relationships are vital to the morale and functionality of the workplace.

“The company have looked after me very well over the years. I have learnt so many different skills from my colleagues and mentors and hopefully passed some of these onto my co-workers. This kind of collaboration at work is not easy to find and over the years has led both me and Frontline to be where we are today.”

Sean Bland: 'Bring it on!'

In life, as in computer games, Sean likes to play on hard mode. Adversity is the red rag he charges towards and battles until he wins. Whether technological or logistical, a challenge is preferable to a predictable workload. Starting as part-time operator in 2007, he quickly progressed to Team Leader, I.T. Manager and finally Operations Manager in 2023.

Throughout all this Sean has masterminded multiple complex ventures to improve Frontline’s service.

“Frontline has always offered me plenty of opportunities to take on new and exciting projects. My greatest achievement has been negotiating and overseeing the successful transition of our telephone lines and internet to a new provider. It was an enormously complicated project that required a lot of attention to detail to ensure our clients were not impacted.”

He continues to look for ways to adapt to changes in the industry.

“We are currently adopting new applications which will allow us to be more agile in the future, especially during any more pandemic-like events. They will also allow us to offer more means for customers to interact with our team.”

Having such a diverse portfolio of clients presents Frontline with a unique challenge: Interacting with companies in vastly different industries, providing tailored and outstanding customer service to all of them simultaneously.

At first it was daunting from a client relationship point of view. When interacting with clients I apply the mindset of simply wanting to be as helpful as possible. As most of our calls are assisting people in their time of need it offers a lot of satisfaction. There is also a lot of variety for staff from Operators to Management which keeps people engaged.”

Going from I.T. Manager to Ops Manager has certainly posed a challenge to Sean, whose technical role meant less close interaction with clients. Now he is engaging full-time with clients and Frontline staff and has come to enjoy working closely with clients and colleagues.

“The most challenging aspect of my current role are the difficult conversations I sometimes need to have with clients and staff. But I do relish these and see them as an opportunity to improve my communication techniques. My favourite part of my job is working with such a close-knit team.”

Sean has fond memories from his years at Frontline, some of which prove he really is prepared to do anything to win.

“My fondest memory is a staff training day involving building rafts then testing them in the Hamble River. We were then instructed to sabotage the other team and get them in the water. I jumped from our raft onto the other and tackled several of my colleagues right into the river!”

Sean has come to appreciate Frontline’s distinctive manner of operating.

 “Where most of our calls are assisting people in their time of need, it offers a lot of satisfaction. The family ethos still remains from the founders of this business- it makes the company one that people want to stick with.”

Laura Steele: 'Live Wire'

Boots thump across the office as a blonde blur shoots from one conversation to another. An operator needs help, a manager has script changes, the emergency phone is ringing, someone’s at the door! Laura’s brain runs in a hundred directions at once, so good luck keeping up with her.

Starting as a temp in 2015, Laura is now a daytime shift leader, dedicated to her job and thriving on the daily demands that come with her role.

“I have such a great variety of tasks every day that change according to client and team needs. I love my job fully- the people, clients, everything. It challenges me daily and keeps me motivated.”

Laura understands that she needs to keep up with changes in order to fully support her team and Frontline’s clients. She’s an expert in utilising the combined knowledge of staff to produce novel solutions to unexpected problems.

“95% of the time we have everything we need to process clients’ calls. The challenge is finding solutions to problems that aren’t scripted or we’ve not been provided a process for. We work together to manage these situations as a team- one person may have an answer and passes that knowledge to their colleagues. We think outside the box to maintain standards and help our clients to achieve their goals.” 

Laura is a mother of three and it’s given her a sixth sense for when people need extra support. She uses it to her advantage when helping both customers and Frontline staff.

“We look after each other as a team and act as an extension of our clients, there for callers in times of need and at their most vulnerable. We have the ability to soothe worries by making clear how we can help, whether they’ve lost a loved one, have a maintenance emergency or a major IT issue.”

Laura has a lot of time for staff needs and recognises the importance of treating them right.

“We treat everyone as individuals, not just a bum in a seat. We appreciate them for who they are and get to know them properly, how they learn, adapt and their particular needs. We learn how to read them to know when they need help.”

She appreciates the help that Frontline has also given her over the years.

“The support from Frontline management has been amazing. I’ve gone through some really difficult personal matters and been supported in so many ways. I felt understood and cared for and treated with respect.”

David Muckells: 'Steady Eddie'

The self-described ‘Luddite’ of the office, David is a nine-year Frontline veteran maintaining an old-school customer service ethic in a world of self-service and automated technical support. With a call monitoring average of 100%, he is technologically capable but knows that excellent human interaction is the keystone of the company.

“Fundamentally, Frontline is the same dedicated customer service company it was from the start, which is probably why I like it so much. Tech has developed and the job has evolved alongside that. We now utilise many more external systems, but consistent training keeps us on top of the change.”

David is keenly aware that workplace camaraderie is vital for good relationships with not only with colleagues, but also with Frontlines’ clients and their customers.

“Frontline’s atmosphere is entirely different to what I’ve witnessed in other contact centres. It has an amazing friendly feeling to it. Culture at the heart of Frontline is defined by long-time staff and people who fit well with it feel understood and valued here. My favourite part of this job are the good friendships I’ve built up over many years. It’s hard to be here and feel unhappy, because you are in good company. This office is a nice place to be. I also like that my hours suit well with my outside life, and have been adapted to remain so.” 

Possibly the greatest football fanatic of the office, David has had some disappointment with his team. Regardless, he maintains determined, attending all home games regardless of losses. He has the same attitude towards the workplace, maintaining an attitude towards his work.

“I face challenges with certain tech aspects of the role, but with training I get there. I’ve built up a lot of experience from assisting so many different clients over the years here. My role at Frontline is to take calls, but it’s also to turn up on time, to help my colleagues, to be the dependable ‘Steady Eddie’ you can rely on.”

Natalie Steele: 'The Energiser Bunny'

Frontline’s whippersnapper has more energy than all other staff combined. While making money is naturally prioritised, she’s in the job for the experience and friendship.

“I’m a very bubbly and energizing person, I try cheer people up. I love getting along with everyone I work with, being able to have a laugh off the phone and chatting with clients.”

It’s a challenge starting a new job, and there’s a lot of training to sink in and experience to gain before you feel confident. Natalie however was prepared for the challenge.

“I thought I would give the job a go and see if I liked it. Can be challenging sometimes, remembering steps and processes for each client, even with a script to guide us. But it’s a joyful and interesting job. I just enjoy myself.”

Frontliners frequently haul in family members to work here. Natalie’s shift leader mother got her an interview because they share a desire to genuinely help people. This young lady has a remarkable empathy for others.

“I like to help people as much as I can. I know I could be the first person someone speaks to after losing someone or going through something challenging in life. We’re here to help them as much as we can and make them feel at ease. Even that one conversation with that person could change their mood for the day and make them feel better.”

Summary

So here we are- just a few of Frontline’s cast of professional oddballs, a bundle of peculiar personality traits that combine to make a seemingly chaotic but ultimately highly compatible and productive whole.

To be part of us, you must be slightly mad, but in a wonderful way. We know each other so well: Personal quirks and irks, family foibles, absolute joys and deep-seated pain. From complete strangers, Frontliners become cherished friends, partners, maids of honour, honorary aunties and uncles to sprogs born over the years. A support network that extends far beyond professional consideration to a place of love. We become family.

You are ever so welcome to join us.

Rachel Howard: 'Wednesday Addams, but huggable.'

And finally- can you hear that?

Eyes rolling loud as thunder, a cynically dark humour resounding throughout the office- eyes widen- “Oh, really Rachel!” I’m sweet as pie to customers, so this morbid drollery of mine has to come outsomewhere.

I want to help- don’t argue.

Frontline has spent the last ten years giving me a spine. In 2014 I was shy as a fawn and too nervous to handle conflict. That was fine for a simply taking meter readings by phone, but I got bored and wanted more contracts. Shift leaders and colleagues (lovingly) kicked my butt when I doubted myself, teaching me to stand my ground. I was trained and trusted to handle contracts that need extra resilience.

Wish granted. But now I’ve got multiple personalities.

With such a diverse portfolio of clients, we never know whose call will pop next. The knowledge you reach for and demeanour you assume adapts to each caller. Operators use a script but absorb a remarkable range of information from numerous industries while on calls. We are whatever and whoever the client needs us to be.

 

Some of these calls are heartrending.

But Frontliners deal excellently with distress and death is no stranger to us, while it disturbs so many others. Funeral calls are the exemplar of our empathy and showcase our sincere desire to help. Personal experience bleeds into our interactions with the bereaved: We understand, we hate that you are hurting. Frontliners possess a particular strength crucial for helping someone in distress and we use it make that pain just a little lighter.

My humour certainly got darker.

But I’ve never had to change my personality for Frontline- it has simply transformed alongside my professional development. Frontline adapts to personal needs and acknowledges individual quirks without judgement. The company started me from the ground up, patiently taught me, strove to build confidence and develop my professional standing without squashing me into a corporate husk of myself. All while offering shoulders to cry on through bereavement and mental health struggles.

I’m an Operator, but it’s not my only talent.

Frontline keeps me occupied with creative projects between calls. Ten years ago, this upstart newbie operator directly wrote the MD David to demand justice! for a colleague I thought unfairly disciplined. A year later David remembered, asked for help with Christmas messages to clients. Anon came other projects, and our staff newsletter became my domain. Remarkable what one overdramatic email can get you.

Beware the monster.

I oversee birthdays and anniversaries, ensuring everyone gets cards and chocolate for their special day. I just want everyone to be okay. I’ll stand up for you, reassure you. Maybe I can’t solve your problems, but I hate seeing you sad. Hugs are available upon request. But be warned- once started, they’re inescapable. 

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