How does your job directly help our customers?
I’m a Team Leader in the Customer Service Centre (CSC). If our customers have an escalated query or complaint, I work with them on a one-to-one basis to ensure they get the best resolution possible, in a timely fashion. I keep in regular contact with them until I know their issue has been resolved and they’re happy - there’s nothing worse than not being able to get hold of someone at a company when you’ve got an issue you need sorting! I want happy customers.
Describe your job in five words or less
Challenging, varied, rewarding, surprising.
If you could change something in the business tomorrow what would it be?
I would make our staff more empowered…and I would like more of them to have faith in their own abilities. They’re great agents, they should be proud of the work that they do. That’s two things…I never was very good at maths.
Which star wars character are you most like and why?
I’m a mix of Obi-Wan and Han Solo. Like Obi-Wan, I enjoy wearing robes and use the force to influence my team to make the right decisions for our customers. My well thought-out plans and wide range of comedic facial expressions make me like Han. And never tell me the odds.
What are you doing over Christmas to make sure our (work)force is working for our customers?
We all know that Christmas is an expensive time of year for everyone, so I will be in the office ensuring our staff are having the right conversations with customers over their payment plans and ensuring they’re aware of any financial help they may be entitled to, so that everyone can start the New Year with a smile on their face.
What are you most proud of about Southern Water?
Southern Water is genuinely dedicated to improving our performance to ensure our customers get the best possible service from us. We may not get it right all the time, but we are always striving to give 110% in all that we do for both staff and customers alike.