Page 15 - Waterlife Magazine Issue 1 2018

IN

THE

Please welcome our new MUS employees...

Lisa Webster Imran Momoniat
SPOTLIGHT Customer Service Customer Service
Advisor
Advisor
Lisa previously worked
Imran previously
for Asda at Asda worked for Severn
House, Leeds. Lisa Trent and has had
has taken on several several roles including
roles during her 21 Planning & Scheduling.
A huge welcome goes to Mark James, coaching needs of MUS apprentices. years with them, the last and we are delighted
our new Apprenticeship Manager being Product & Quality to welcome him to the
for the Yorkshire Water contract. We What is your favourite part about Complaints. company.
asked Mark a few questions to give us working for MUS?
an insight of his life in and outside of The variety of people you meet on a daily
MUS. basis. Having only been in the role for Introducing Our New Customer
a month, I can honestly say everyone
I started in my role as Apprenticeship I have met so far has been extremely Ambassadors
Manager at the end of July this year, welcoming.
covering the WSA contract. I am On the WSA contract; as part of constantly reviewing
responsible for providing learning What is the weirdest job you’ve ever the needs of our client and focusing on their
and pastoral support to apprentices had? performance commitments, we have introduced two
throughout the duration of their While at university I had a number new Customer Ambassador roles this July.
apprenticeship with us. It is my of part time jobs, none that would be These new roles are dedicated to managing the
responsibility to standardise the deemed ‘weird’. However I worked in process for escalated customer complaints. They
process for the pastoral support and a haberdashery store when I was 16. It carry out face-to-face customer visits; supporting
coaching that an apprentice can expect does not seem weird now, at the age of the teams in understanding the impact we have on
from MUS for the longevity of their 16 it was not a great conversation point customers and assessing how we can improve our
career. with my street credibility. performance.
Face-to-face customer management is the best
Where did you work before this role? Where would you like to go on a way to resolve issues and also improves customer
Prior to starting at MUS, I was a Director dream holiday? confi dence in MUS, what better way to do this than
with Ian Stanley and Adam Larner.
of Operations for a private training The Galapagos Islands, hopefully this
provider in Derbyshire for seven years. will become a reality as I am planning a In addition to Customer Ambassadors, we are now
holiday to visit the islands next year. carrying out around 300 customer service audits
per month. These audits are carried out on our
What originally attracted you to MUS? operational teams and consider our activities from
I relish a challenge. After my early What do you like to do in your spare the customer’s perspective, including strengths and
discussions with the emerging talent time? weaknesses.
team, I realised this would be a great It may sound like a cliché but I enjoy We would like to wish Ian and Adam the very best
opportunity to join and develop a going to the gym, good food and day in their new roles and future at Morrison Utility
new team managing the pastoral and trips exploring. Services.

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