It has been a testing 12 months for the Customer Services team at Gazprom Energy – a new system, changes in management, an ever-growing backlog of queries and a lack of manpower.
But it’s amazing how quickly things can change when you have the right people with the right motivation.
We couldn’t be prouder of Rebecca Sanderson and her team for picking up the Frontline Team of the Year award, alongside RSA Motability, at Friday’s North West Contact Centre Awards in Manchester.
Rebecca joined Gazprom Energy in 2008 and until November 2018, she worked on our Energy Procurement Desk, specialising in flexible purchasing agreements with our largest gas customers. Her move to Operations was initially a secondment to stabilise the team during a period of change but she made such an impression that she was offered a permanent role and hasn’t looked back since.
Rebecca hired Lisa Pritchard as her number two and together they have turned our service levels around. Earlier this year, Lisa and her team were encouraged to showcase the journey they have been on together and the huge improvements that have been made in the last 12 months by entering the North West Contact Centre Awards. And we bet they're glad they did after taking home the trophy on Friday night.
Grace Rothery, Head of UK Retail, said; “Last year was incredibly demanding for the entire business but it was particularly challenging for our teams in Operations. A perfect storm of issues had brewed but in true Gazprom Energy style, we rallied together and did our very best to turn things around. I’m delighted to see Rebecca, Lisa and the team recognised for their outstanding efforts.”
The Gazprom Energy team had tough competition – they were up against 11 other teams from companies such as Brandon Hire Station, The Calico Group and The Co-op so it was a nerve-wracking evening as they awaited the announcement.
The judges were impressed by the team’s written submission and presentation that, very honestly and emotionally, summarised the changes that resulted in a massive improvement in team engagement and a dramatic reduction in response times.
Head of UK Operations, Phil Ivers, said; “It’s a real honour to win this award; I’m so proud of the team for their hard work, resilience and growth over the last 12 months. Rebecca, Lisa and everyone in Customer Services fully deserve to be recognised for the turnaround in our service levels. I’m amazed at the positive change they have been able to deliver and while we have celebrated their achievements internally, it’s always nice to be recognised externally too.”
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