Directors trade places for National Customer Service Week

Directors at Thirteen went ‘back to the shop floor’ to job shadow other areas of the business during National Customer Service Week.

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18 Oct 2019

The shadowing gave directors the opportunity to get a first-hand look at the interactions that different teams have with customers, and helped to highlight the vital role that customer service plays in an organisation.

Kay Glew, director of neighbourhoods, spent a morning with customer service advisors at Rivers House, Thirteen’s neighbourhood office in Middlesbrough, where she was able learn more about the kinds of queries that customers call in with and how these are dealt with by the team.

Joanne Lawther, director of people, spent a morning with neighbourhood co-ordinator Kelly Darley on her patch in Stockton. Joanne was able to see the role of a Neighbourhood Co-ordinator in action, from responding to queries from customers about their homes, to carrying out neighbourhood walkabouts and looking out for any issues on the estate.

On her experience, Kay Glew, director of neighbourhoods, said: "The time I spent with the team at Rivers House was incredibly useful, as it gave me the chance to see some of our processes in practice and find out more about how these are perceived by our customers.

"Customer service advisors are the first point of contact for many people getting in touch with Thirteen, so it was very rewarding to see the team meeting the needs of our customers in such a professional and caring way.


On her morning in Stockton, Joanne Lawther, said: "I really enjoyed job shadowing as part of National Customer Service Week. The role of a neighbourhood co-ordinator is extremely varied, so it was great to have the opportunity to see the work that Kelly does on a day-to-day basis and how much of a difference this can make to the experience that customers have in their homes.

"Working alongside Kelly helped to highlight both the rewards and challenges of the role in making sure that Thirteen’s neighbourhoods are safe and welcoming places to live."