Nurturing Talent at WCF

Our Employees

Here at WCF we are immensely proud of our people, and we want to shout about it! This article is the first in our series of interviews we are undertaking with our people, giving you an insight into what it means, and how it feels, to work at our special business.

Interview one is with Donna Thompson, Operations and Customer Intimacy Manager. The following article and video interview delve into Donna’s experience since joining the business 20+ years ago, the learning and development she has enjoyed during this time, and the opportunities which have allowed her to progress her career.

Hello, everyone! I’m Donna, and I’m thrilled to share my journey with WCF Ltd, a company that has been my professional home for the past 20 + years. It’s been an incredible journey of growth, learning, and development, starting from my first role as a Customer Service Assistant within our Home Shopping business at the age of 16, to my current position of Operations and Customer Intimacy Manager. Here’s my story.

Starting Out: The Early Years

I joined WCF Ltd right after secondary school, eager and excited to start my first job. As a Customer Service Assistant, I was responsible for assisting customers with telephone orders, handling enquiries, and ensuring a positive experience for everyone who chose to shop with us.

Progressing: Stepping into Leadership

After working hard, I was promoted to the role of Supervisor and later became Customer Service Manager within Home Shopping. This was a significant milestone for me, as it came with new responsibilities and challenges. As Supervisor, I oversaw a team for the first time, managing workload, and ensuring that our service standards were consistently high. The company provided me with the necessary leadership training and mentorship, which were instrumental in my development. It was clear that my contributions were valued and in return the company was committed to helping me to grow and to reach my full potential.

With continuous support and encouragement from my leadership team, I transitioned into Operations Manager role, overseeing both Customer Service, Returns and Warehousing teams. This was a transformative period in my career. As a Manager, I had the opportunity to influence broader strategies, work closely with other departments, and contribute to the company’s overall success.

A New Challenge: Customer Intimacy Manager

Today, I am proud to lead an exciting new project as the Operations and Customer Intimacy Manager for WCF Ltd. This role is a testament to the trust and confidence the company has in my abilities. My primary focus is on deepening our relationships with customers, understanding their needs, and ensuring that we deliver personalised and exceptional experiences. It’s a role that combines my passion for customer service with strategic thinking and innovation.

Reflecting on 20 Years of Growth

Looking back over the past 20 years, I am incredibly grateful for the opportunities and support WCF has given me. The company’s culture of promoting from within, offering bespoke training and learning opportunities, and its genuine care for the development of its people, has been key factors in my professional growth, my confidence, and my reasoning for staying. I’ve had the privilege of working with some amazing colleagues, learning from each of them, and contributing to the company’s success.

Why WCF is Special

WCF is more than just a place to work - it’s a community where everyone’s contributions are valued, and everyone has the opportunity to make a difference. It truly is unique. The company’s commitment to development means that no matter where you join, and no matter what role, there’s always a pathway for growth and to realise your potential. For anyone considering a career here, I can confidently say that WCF will invest in your potential, support your ambitions, and celebrate your achievements.

What’s Next?

I am excited about the future! I am really passionate about my new role as Operations and Customer Intimacy Manager for the group, and the project I’m leading has the potential to transform how we engage with our wonderful customers. I’m looking forward to continuing my journey

Thank you, WCF Ltd, for believing in me and providing a platform for my growth. Here’s to many more years of innovation, collaboration, and celebrating success!


Looking to join a company which invests in you and allows you to reach your full potential? If yes, get in touch with us today!

Our Legacy, Your Future.
By Karen Kelso, Head of People & Culture