Laura Brittlebank joined Inixion in July last year to succeed David McCallum as Customer Service Manager following his retirement at the end of 2025. In October, Laura formally stepped into the role and has already taken the reins with passion, confidence and skill.
Laura brings a strong ERP support background, having previously served as Support Manager at an ERP provider in the construction sector. She has settled quickly into Inixion and is already an integral part of the team.
We’re delighted to have Laura on board and are confident she will continue to uphold the high standards of customer support our customers expect.
This month, we’re putting Laura in the spotlight. We asked her about her role in Inixion
You’ve been with Inixion for over 6 months now. What originally attracted you to Inixion?
The biggest thing that attracted me to Inixion was how the company is run. When I first spoke to Ian, he talked a lot about the culture, how transparent the business is, and how everything operates behind the scenes. That really stood out to me.
Even though I’ve worked at a management level before, I’d never seen that level of transparency. From my very first day, I was shown how everything works, and it was exactly as described – even more open than I expected. The business is very family-oriented, people are genuinely valued, and the work you do is appreciated and recognised.
It’s relaxed in the right way – people work hard, but there’s genuine trust and flexibility. That comes down to how Ian and Joanne run the business, and it’s what drew me in. The role was important, but how you’re treated as a person mattered just as much.
How did you ‘get into’ ERP?
I first got into Enterprise Resource Planning (ERP) about 20 years ago, coming from an assistant accountant background. At the time, I was using an older version of Sage, but I realised I didn’t want to stay purely in accountancy.
Moving into ERP felt like a natural progression – it was still financially focused, but on a much broader scale, covering full business processes. I started in a frontline support role, logging tickets, and worked my way up over time.
At my previous company, we supported three different ERP systems, all finance-focused. That experience really built my understanding of ERP as a whole and gave me a solid foundation. Although ERP systems work in different ways, at their core, they support the same business processes.
What do you think are the hardest parts of your job?
The hardest part is prioritising and balancing customer needs. Every customer sees their issue as their top priority, which is completely understandable, but we must assess and prioritise across all customers fairly.
Different businesses have different urgencies and managing those expectations while keeping everyone happy can be challenging. That said, we have a strong support team, and work is distributed well. People are always willing to jump in and help, so while it’s challenging, it’s managed effectively.
What do you like best about working at Inixion?
The people, without a doubt. It might sound a bit cheesy, but it’s genuinely true.
I’d been at my previous company for 20 years, so I thought the hardest part of moving would be building new relationships. Instead, I felt like I fitted in straight away. That says a lot about the people who work here and the culture that’s been created.
What does a typical day at Inixion look like for you?
My day usually involves a lot of communication. We have regular catch-up calls with customers, and without fail, and we have a team call every morning at 9am.
Throughout the day, I’m in touch with the team as things come in – internal calls, meetings across different departments, and customer discussions. A lot of my time is spent collaborating internally, which I really like.
At Inixion, departments work as one rather than in silos, which is very different from my previous experience. Even though I work remotely, I never feel like I’m on my own – I’m always speaking to someone. It’s really about staying connected with the team and understanding what’s happening across the business.
What do you think makes Inixion stand out from its competitors?
Marketing is a big one. If you look at LinkedIn, Inixion is constantly visible – we’re always sharing updates and content. Compared to competitors, who post far less frequently, we really stand out and stay front of mind.
Beyond that, it’s the way the business is run. The culture, transparency, and how people are treated are genuinely unique based on my experience. I think anyone who joins the business notices that straight away.
When I first interviewed, parts of it almost felt too good to be true. But now, after more than seven months here, I can say it really is exactly as it’s presented. That combination of people, culture, and opportunity is what truly sets Inixion apart.
