8th October 2020

Celebrating our customer service heroes

This National Customer Service week, we are highlighting and celebrating our customer service heroes.

Sarah joined customer services in 2014, having already gained experience as a temporary advisor within the team.  In her role as quality assurance officer, Sarah is part of the Group’s drive to provide an even better service to customers who need to get in touch with us

“We have always looked at how successfully we deal with customer enquiries,” she says. “Now, though, we are making some really important changes to the way that we measure the quality of that service to bring it into line with the things that matter most to our customers across all communication channels. So our advisors will listen carefully to the customer’s enquiry, checking their understanding of more complex issues. They will try to avoid jargon and work with customers, where possible, to find solutions. Our focus is very much on what we CAN do, not what we can't do”

“I’m passionate about great service and I know how hard we work to get things right. When I call another organisation I expect the same quality service.”

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