Meet & Greet: Wayne Russell, Customer Services Manager at Superdrug

Wayne Russell, Customer Services Manager at Superdrug, spoke to myGwork about his career journey to date, the importance of LGBTQ+ inclusion in the workplace, and the attributes to look for in a new recruit.

Can you tell us a bit about your career journey to date?

I’ve been working in customer services for many, many, many years. Mainly in retail, but also in travel and healthcare too. I’ve been working at Superdrug for just over 10 years now and it really has been one of the most rewarding, challenging and fulfilling roles of my career.

What's the most challenging aspect of managing people right now?

I’m really lucky as my team do make it is easy for me to “manage” them. We all get on really well, we support each other and know that we don’t have to take every second of the day too seriously. We remember to laugh and take a silly 5 minutes. The important thing, is to be there for them, to not get too consumed in my own work and make sure they’re all ok.

What attributes do you look for in new recruits and why?

For me it’s always the passion for what they’re applying for. If it’s a job they’re applying for, I want to be able to hear it in their voice that this is what they want.

How important is LGBTQ+ inclusion in the workplace for you personally?

I’ve been in work places in the past that have not been very inclusive, or there was no visible representation, and I felt like I couldn’t fully be myself. The fact that Superdrug embraces and celebrates LGBTQ+ inclusion is incredibly important to me and I’ve never felt like I can truly be myself in any other job.

How do you encourage staff to have a work life balance, especially with the increase in remote/hybrid working? I always make sure that anybody that Works with me knows that they need to enjoy life, they need to realize that their job Will be here but their lives need to be lived.

What's the biggest highlight of your career to date and why?

My biggest highlight would probably be when our Pride Network was nominated for a Retail Week award. We didn’t win, but I was so incredibly proud that we have been nominated. Also, being able to sponsor our local Pride in Croydon for the last 4 years. It’s been so rewarding to have been part of such a strong community event.

What podcast series are you listening to right now for your career development? Are there any DE&I-related podcast series you would recommend?

I tend to keep my podcasts completely free from work stuff, so I listen to podcasts that provide escapism…. But I am still listening to the log books podcasts that delves into the history of the Switchboard Helpline. Its a great reminder of how life was for LGBTQ+ People through the decades.

What was the last book you read (fiction/non-fiction)? Any interesting take-aways and would you recommend it to fellow leaders? Why?

The last book I read was call the Gathering by CJ Tudor…. It was totally a poolside read for my holiday about vampires. Complete escapism.

What was your last holiday destination and where do you plan to visit next?

My last holiday was in Copenhagen, during Easter, lovely People but a bit cold for me.

What do you do to relax at the end of a hard working day?

At the end of my work day, I love to watch a film or get lost in some bingeable tv show.