Meet the Experts: CASCO Pet UK Helpdesk: Jessica Dodd


Our CASCO Pet Helpdesk Team are the go-to experts for our pet retail clients. Using their substantial aquatics and pet retail knowledge, they are able to effectively troubleshoot and resolve issues over the phone. They are also responsible for organising engineer call outs for installations and maintenance works.

Can you tell us a little bit about your job role at CASCO Pet?

The role on helpdesk is diverse; coordinating our technicians and scheduling attendance to call outs, services and new installations, as well as speaking with stores on the phone and troubleshooting on equipment maintenance issues and raising orders to ship out new parts. In addition, we are responsible for the care of the showroom livestock, making sure they are happy and healthy.



What is your greatest achievement at CASCO Pet?

I think my greatest achievement has to be successfully creating and implementing processes and procedures for the helpdesk operation. I have created guides and manuals for various aspects of the Helpdesk role which support the daily running of the helpdesk team, plus other areas of the business and even our customers too.

What does a typical day look like for you?

A typical day for me would be arriving at work at 8:30 with my dog Barney, who I am able to bring to work with me as CASCO Pet operate a bring your dog to work policy! First job of the day would be to check all of the livestock in our office and showroom, feeding all the fish and Lizards with my colleague Rachel, and checking all the systems are running correctly. Throughout the day I will be speaking to our technicians regarding their calls for the day, speaking to stores about visits and stock orders, processing orders and shipping the goods. I also assign dates for the new call outs, log and track our engineers time and book their accommodation as required. Throughout the day I would also be constantly updating our CRM system to ensure that we have an accurate record of all completed jobs and store communications.

Jessica's Bio

Prior to working at CASCO Pet, I worked in an aquatics shop for 8.5 years followed by a technical customer services, and technician allocation role at a Home Emergency insurance company. Both of these gave me the experience to transition smoothly into my role here at CASCO Pet. I've enjoyed keeping fish at home since I was very small and have a large fish tank and pond at home. Outside of work I enjoy spending time outdoors, and holidaying around Great Britain with my partner and our dog Barney in our caravan. I recently starting Agility training with Barney which is something we both really enjoy!