In our new meet the team blog series, we get to know some of the people who make ReferAll tick…
Name: David Outen
Job title: Customer Account Manager
How long have you been working with ReferAll? Eight months now… it’s gone so quickly!
Tell us about your role …
I work closely with our customers to make sure they get the most out of ReferAll’s software systems. That includes day-to-day support, onboarding, and helping customers to get the best out of ReferAll’s features. It’s a busy role, but I enjoy providing so many different services and seeing the impact they have
What does a typical day look like for you?
No two days are the same, which is one of the things I enjoy most about the role. I’m constantly communicating with customers, answering their queries, guiding users through new features and sharing best practices to improve their workflows - doing everything I can to help them get the best from the system. I love the variety of my job and the opportunity to make a real difference to the people I’m supporting. I’m inspired by Stuart’s vision to be a tech company driving change in the leisure industry. As a former ReferAll user at Wigan Leisure Culture Trust, now part of Wigan Council - BeWell, being part of the ReferAll team feels like things have come full circle.
What are the most common queries you receive from customers?
As I say, every day is different, but I regularly support clients with generating targeted reports and filtering data effectively so they can extract the information they need for monitoring and decision-making. I help them to track referrals through the systems to ensure data flows correctly from start to finish and also advise on strategies and techniques to enhance service user engagement, increase referral completion rates and how to use the data reporting solution to inform service improvements.
What’s your most memorable moment at ReferAll?
Surprising colleagues I used to work with. They’re always shocked to find me on the other end of the phone when they call customer support.
What sets ReferAll apart in the industry?
ReferAll brings everything together, from health services to leisure systems, making it easier to work together and share data. It gives leisure and physical activity referral teams the right information at the right time to improve outcomes and keep things on track.
What skill do you bring to the team that you’re particularly proud of?
I worked for a leisure trust for more than four years, which gave me extensive experience in dealing with a wide range of customer queries and situations. This has been invaluable in understanding customer needs, communicating effectively and providing practical solutions when speaking to clients. As a former ReferAll customer, I have firsthand experience of the challenges users face and what they expect from the system. This allows me to better understand their needs, communicate in a way that resonates and anticipate potential issues before they arise. It also helps me offer practical solutions that work operationally, rather than theoretically, ensuring the guidance I provide is relevant, actionable and aligned with the way the system is used day to day.
If you could switch jobs with anyone at the company for a day, who would it be and why?
I’d probably switch with Stu, our MD. It would be interesting to see things from his perspective, understand more about the decisions he makes and how he balances everything across the business. Plus, I’d be curious to see what a day walking in his shoes really feels like.
How would you describe the company culture in three words?
Helpful, collaborative, friendly.
What was your favourite thing to do as a child?
I got the chance to go and watch my favourite Rugby League team, Warrington Wolves, after receiving a ticket for just £1 at a school assembly. My dad took me to Wilderspool Stadium in Warrington, which was an incredible experience for me as a young fan. I still remember the atmosphere, the excitement of being in the crowd, and seeing the players up close. Sadly, Wilderspool Stadium has since been demolished after the team moved to the Halliwell Jones Stadium, but it remains a cherished memory.
Tell us something about you that most people don’t know?
I used to be a Rugby League referee.
If you could have any superpower, what would it be?
Teleportation, so I don’t have to wait in traffic or do the long train journey to the office once a month.
What’s your go-to comfort food?
Pizza.
What’s the thing you do when you want to relax?
Currently, it’s playing Padel.
If you could host a talk show, who would be your first guest?
It would have to be Michael J. Fox. He has had such an incredible career, and beyond his acting, his resilience and advocacy work are truly inspiring. Back to the Future is my favourite film and it would be amazing to hear his stories about making the films, his experiences in the industry and the lessons he’s learned along the way. I think it would make for a fascinating and uplifting conversation.
What’s the weirdest thing on your desk right now?
A charger for my Samsung Smart Ring.
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