Heating and renewables giant PHS has made four key appointments to its Customer Experience Team to support its growth aspirations following a number of new contract wins.
Investment in the team by the Sunderland-based company, demonstrates its commitment to engaging with customers where they will be working and supporting the communities they live in.
When major works are being delivered in people’s homes on behalf of housing association clients, the first people that customers meet are PHS’s Customer Experience Team. The team supports customers before, during and after the works have been undertaken and they are allocated a dedicated Customer Experience Advisor who will be their main point of contact throughout the duration of the works.
Michelle Johnson has been promoted to Customer Experience Manager and will lead a team of four Customer Experience Advisors. She joined the organisation last May from a construction company where she held a similar role for 6.5 years. Michelle manages contracts on behalf of PHS and 0800 Repair, part of PHS Home Solutions, and has worked closely with Gentoo’s customers on the delivery of new kitchens, bathrooms and full electrical rewires in people’s homes.
In addition to managing the team, Michelle attends operational meetings with clients, provides day-to-day support to site while PHS or 0800 are working on their schemes and handles customer compliments, complaints and comments. She also organises consultation events and meets and greets customers where they will be working.
Julie Hewitson joins the organisation as a Customer Experience Advisor having worked in a similar role as a resident liaison officer for seven years. She will work with Gentoo customers as part of the Gentogether partnership.
Julie Blenkinsop has been appointed as a Customer Experience Advisor and joins PHS from Gentoo where she was a tenancy support co-ordinator, a position she held for 3.5 years. Julie will support the delivery of the contract with Northumberland County Council.
Beverley Little, also appointed as a Customer Experience Advisor joins PHS and will support 0800.
In addition to these new appointments, Soobia Akhtar has been promoted to a Customer Experience Advisor position. Soobia has been working with 0800 for two years and has been instrumental in driving forward success across 0800’s boiler and cavity wall insulation offer and more recently, internal projects. She is also taking forward a leadership qualification and will be managing the newly appointed trainees.
Lisa Coverdale, Head of Customer Experience at PHS, said: “Customers are at the heart of everything we do here at PHS and 0800 and this is the first time we’ve built a dedicated team, so it was incredibly important to bring in the right people with the right skills, experience and knowledge to be able to deliver the service our customers and clients expect.
“That, together with internal promotions for Michelle and Soobia demonstrates that we are investing in our team to support our growth aspirations and to support the delivery of new contract award wins.
“Due to the nature of the works we deliver, it can cause distress and upheaval so our team are there to help and support them to prepare for the works that will be undertaken, ensure they have all of the information to keep them safe and answer
any questions they may have. I’m looking forward to working with the team. This is a really exciting time for PHS and 0800.”