At Answer4u, every call tells a story, and for Virtual Receptionist Max Gill, representing our clients means staying calm, confident, and caring. From urgent gas leaks to appointment bookings, he’s often the first voice people hear when they need help.
We sat down with Max to find out what it’s like working on the front line of customer service, how he stays focused through busy shifts, and what makes Answer4u such a rewarding place to work.
How long have you been part of the Answer4u team, and what first attracted you to the role?
“I joined in April this year,” Max says. “Before that, I worked in hospitality, mostly evenings, but I wanted something more stable and office based, with a regular nine-to-five routine. When I found Answer4u, I thought, this could be for me. I’ve always enjoyed one-to-one human interaction, and the idea of doing that each day while helping people felt like the ideal opportunity. I came for the interview, got the job, and I’ve loved it ever since.”
How would you describe your role as a Virtual Receptionist in one sentence?
"We manage incoming calls and messages, handle appointments, and provide professional customer service and admin support remotely for a variety of UK businesses.”
Can you share a memorable or particularly rewarding call you’ve taken recently?
“There was an elderly lady who rang one of our clients about a suspected gas leak. She was understandably frightened, so I took the time to reassure her that her call would be treated as a priority. We passed the details on immediately and help was arranged straight away. It felt good to know she felt calmer by the end of the call.”
He smiles. “There was another caller who was stuck in a lift and clearly distressed. My job in that moment was to keep her calm and let her know help was already on the way. It can feel intense while you’re on the line, but once the call ends you realise you’ve made a real difference to someone’s day.”
What do you find most satisfying about your role?
“When you complete a difficult call and know you’ve handled it well. Even if the caller’s frustrated or upset, if you stay calm and organised, it’s rewarding to know you’ve done everything right and left them feeling heard.”
How do you prepare yourself before a shift?
“I always start with a positive attitude and make sure all my portals are open before the first call. Being organised makes a huge difference. You don’t want to be scrambling when someone’s on the line.”
What skills do you think make a great Virtual Receptionist?
“Politeness, strong customer service skills, people skills, and a solid mindset. You need to be resilient and adaptable because every call is different.”
How did the training at Answer4u prepare you for the job?
“When I started, there were six of us in training with Jackie. She was brilliant!"
"Most of us had never worked in call handling before, so she started us on outbound calls to build confidence. From there, we worked through different call groups, each one a bit more advanced. It’s like climbing a ladder, by the time you reach the top, the hard stuff doesn’t feel so hard anymore.”
How do you stay calm and professional when dealing with difficult callers?
“If someone’s upset, I reassure them that their issue will be resolved as soon as possible. Even if I can’t fix it myself, I let them know it’s being taken seriously. Staying calm also helps reassure the caller.”
What’s one thing you always do to make callers feel comfortable?
“Jackie and my team leader Rebecca always said to use the caller’s name throughout the conversation as it helps build a connection. I always start with: ‘Good afternoon, my name’s Max, how can I help?’ It sets the right tone from the start.”
What's one thing you wish people understood about you and what you do?
I'd say it's much more than just answering phones. It requires multitasking, empathy, quick thinking and strong communication skills.
What makes Answer4u different from other places you’ve worked?
“The culture, definitely. Everyone’s friendly and supportive, and the management team genuinely values growth and work-life balance. It’s a great place to work.”
If you could give one piece of advice to someone about to join the Answer4u team, what would it be?
“Ask questions! Everyone here’s approachable and willing to help. The more you communicate, the faster you’ll learn.”
Do you have any rituals or habits that help you stay positive throughout the day?
“When I first started, it was a big change going from being on my feet all day in hospitality to sitting down for most of it. Now I make sure to go for a short walk on my lunch break as it helps clear my mind and keeps me energised.”
Find out more about Answer4u
At Answer4u, we’re proud to have built one of the UK’s leading call-handling teams right here in Nottingham. Behind every call is a real person like Max who is friendly, professional, and committed to delivering exceptional service for every client.
If Max’s story has inspired you, discover how Answer4u can support your business with professional, 24/7 UK-based call handling or visit our Careers Page to explore current opportunities.
You can also read our interview with virtual receptionist Kate Richardson and discover what it takes to lead Answer4u’s 24/7 UK call centre with Sally-ann, our Head of Call Centre Operations.
