It’s easy to take customer service for granted, but here at South East Water, there’s a lot that goes on behind the scenes to ensure that we provide you with the 10 out of 10 service we aspire to achieve.
Did you know that over two-thirds of all staff in the UK work in roles where they spend some or all of their time taking care of customers?
And it’s not just about picking up the phone or answering an email – our teams on the front line are supported by back office staff, which means that we are always trying to give our customers a great service every time.
So it’s important that everyone shares the same vision and purpose – and that comes through in the culture in the company.
Here at South East Water, we're no different, and many of our staff who come in as customer service advisors tend to progress through the company, where they can lead and train the new employees, step into management, or even move into broader careers.
We’ve spoken to two staff members who joined as customer service agents and have progressed through the business.
Leigh - Billing and Collection Team Manager
Leigh joined South East Water in May 2019 on a telephone team, looking after customers and resolving their general queries.
As time went on, she learned the company values and culture, moved to different departments, and her agility in customer service grew.
This gave her the confidence to apply for an Assistant Team Manager role, which involved coaching the team and ensuring they provided the customer service expected from us as a company and the customers.
She has since progressed to Billing and Collection Team Manager, where she can further coach and embed the company values into her team.
Katie - Training & Procedures Specialist
Katie began her Journey in September 2019, also as a Customer Service Advisor. She then moved to the Credit Control team, where she developed her knowledge of company procedures.
In 2021, Katie applied to be a Training and Procedures Specialist, which involves reviewing the procedures in customer service and training new employees who are beginning their journeys with the company.
Katie knew this role was what she wanted to do from her first day with South East Water. She found it engaging and enjoyed the onboarding sessions.
South East Water’s Organisational Development Specialist, Amelia, commented: “To keep our talent and knowledge in-house it’s important that we invest in all our employees and show our appreciation for their hard work.
“As part of this commitment, we facilitate internal leadership programmes, such as ‘Aspire to Lead’, which promote tailored career development routes within the company while encouraging best practice and promoting employee engagement.
"We find this is a great way to support those progressing in Customer Service roles - as well as those elsewhere in the business - to improve their capabilities, inspire their teams and achieve outstanding business results.”
If you're considering a customer service role in the water industry, visit our careers page here.
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