Our first month in the new Customer Hub
Monday, April 4, after a couple of months of internal training and customer survey consultation around our new automated phone system technology, we opened up the phone and email lines to our new Customer Hub. This brought together the expertise and passion of former Equity Customer Solutions team and Great Places Hub colleagues to form a single contact centre.
We always appreciate your thoughts on what we’re doing well and what still might need some tweaking as we adjust to our new ‘one business’ ways of working.
If you’d like to share your new Customer Hub experience with us, please do so via our usual communication channels.
A month on from the launch, we caught up with ASB and Safeguarding Specialist Jemma Cox and Customer Contact Officer Janser Rafiq, two of our Customer Hub colleagues working on the frontline with our customers.
How’s your first month working in the bigger, better Customer Hub been? How have our customers reacted to the change, in your experience?
Janser: It was a difficult first week adjusting to the new systems but we’re all getting used to them now and things are starting to run more smoothly. A few former Equity customers I’ve spoken with on the phone seem happier, especially now they’re able to get appointment dates with us when they report a repair.
Jemma: It was a bit daunting at first as I was only familiar with working on specific cases on the Great Places system; Equity cases and customers were new to me. I have however now built strong relationships with my new customers and all in all, I think the whole team has adjusted amazingly to such a big change and we’ve turned any initial customer frustration into a positive outcome; but we know there is still work to do.
What have been your highlights of the month?
Jemma: I am the first point of contact for customers reporting ASB and safeguarding issues. ASB and Safeguarding stories rarely start off positive but it’s rewarding to know you’ve offered good advice to vulnerable customers.
One lady who had been experiencing domestic violence had been hiding away in her house for a while as she didn’t know what could be done. She rang us asking if she could move home. I encouraged her to phone other partner agencies, filled out correct safeguarding forms and the customer and her child were then safeguarded from any potential harm and the Police visited her immediately. Great Places and the correct agencies will now work together to support her and her family and she no longer feels alone and scared to leave her home.
Janser: I had a former Equity customer on the phone who reported no electrics throughout the property and when I advised her someone should be with her within the next four hours, she was really happy as with Equity Region the response time was within 24 hours.
What’s the best thing about working in the Great Places Customer Hub?
Both: The entire team (Hubsters) are friendly, welcoming and supported the former Equity staff transition smoothly into the new Customer Hub. We also have a treats table in the Hub!