Dear Andy (aged 24years, 5months),
I know you’re only a few weeks into your new job, and the archaic computer system you’re using with the black screen, green text and ‘tab’ navigation is a little cruddy; but trust me, this will get better.
The repairs call centre that you’re working in; you see it as just a ‘stepping stone’ to bigger and better things. But listen, today the customer service centre (as it’s now called) handles a multitude of queries – everything from rents to repairs, home moves to house shares, they’re even handling social media queries and talking to customers whilst they’re watching Bake Off on a Wednesday evening. My apologies, Bake Off doesn’t even exist yet does it, let alone Twitter and Facebook!
I hear your cries about the training events you keep being sent on; classroom event after classroom event. You’ll love what we have now. That earlier point about computers; those have been replaced by colour screens, they’re super-fast and can even go wireless…and all that classroom training you’ve got coming up; all that can fit into these tiny little devices no bigger than your notepad! You’ll be able to access all that resource material, all that expert knowledge and all you’re learning records in just a few clicks of a button.
I know you don’t have the time to spend all day talking to them, you have queues from others trying to get through. I appreciate you don’t have the website we have where customers can watch ‘how to videos’ and report repairs online, nor do you have engineers going out to do regular service checks on our homes like we do now – all of which can help reduce those large volumes of calls; but every one of our customers have their own story, they just need to be heard.
That’s why we’re changing the way we’re working. We believe that establishing the right kind of relationship with every customer can help them get the best from their home, our services and their communities – so we’re introducing neighbourhood coaches. They have smaller patches to work with, around 175 customers each, a far cry from the 500+ they had back then ‘eh?! This means they can get closer to those customers who most need it, dedicate more time to them and help them to do more for themselves; manage their money, their relationships, get into work or college.
So, think twice about looking elsewhere. That call centre (as you know it) has some exciting changes ahead. Bromford is going to evolve and create some fantastic opportunities for its customers and colleagues.
Be brave and stick with it. Make a difference and add a bit of you. But remember; there is no spoon. Don’t worry, that’ll all make sense when you join me here in 2016!
All the best, Andy.
Andy (aged 37years, 4months)
Engagement Specialist at Bromford
P.S. Being a Dad is awesome!