Thames WaterCustomer Service Resolution Manager
Jan. 1996 - Dec. 2004Swindon, England, United KingdomAs part of Thames Water, my team served as the final checkpoint in resolving customer complaints or technical issues before they reached the Customer Service Director Team. Our mission was to achieve a 98% resolution rate, preventing escalations to the industry regulator, OFWAT. In my role as the deciding Manager, I handled complaints requiring an Engineer's visits, Customer Service Escalations and headded up the Leak Management team. I led a dedicated team of 16 Agents, managing cases across the South-West of England and London. My responsibilities included overseeing billing and financial accounts, and navigating complex, often emotionally charged issues to satisfactory resolutions. With a strong focus on people management, I was involved in recruiting, training, coaching, and handling disciplinary matters to ensure a high-performing team.