What does your current role involve?
I manage a team of 14 people in the Credit Management area of the business. Essentially our work is all about resolving billing issues and helping customers who are experiencing difficulties. My role is quite busy, quite varied. It’s a target-driven environment, so I keep an eye on the stats for the team and ensure everyone knows how we’re doing. I give one-to-one support to people on the team too. So I’ll regularly listen in on their conversations and then give feedback, with tips and pointers for improving performance. I’m also one of the people who act as the Duty Manager for the whole call centre. That’s quite a big job. For four hours, I’ll be responsible for everything that happens here – so I’m keeping an eye on the phones, making sure there aren’t long queues of customer calls, and allocating the work as best I can. In our busiest periods we can get up to 3,000 calls a day, so you can imagine how hectic it gets!
How did you start out at Severn Trent? What’s your career path been?
I joined about 14 months ago. Previously I’d worked in a logistics role for a drinks wholesaler. That sounds quite different, but there were important similarities. There was a lot of computer work involved, like here, and I was also dealing directly with customers – making sure they were getting the right level of service.
How has working at Severn Trent met or challenged your expectations?
To be honest, I’m constantly amazed at how good a company it is. The support from my colleagues has been great. The atmosphere is really friendly and positive. Everyone gets on well with each other – and that’s something people pick up on straight away, even when they come in for an interview. The development is great as well. I’m just about to start studying for an NVQ level 3, and I feel like I’ve come on leaps and bounds since joining.
What has been your most enjoyable experience since joining?
I really enjoy getting involved in all the charity work that happens here. We’ve had dress-down days, for example, and cake sales. We had a rock night too, in support of Macmillan Cancer Support. There’s always something going on.