Lisa Saycell

"The biggest attraction for me was the plans for growth and the opportunity that would give me to grow and develop my own role. I also liked the fact that Gazprom Energy wanted to do something different and focus on providing an excellent service to our customers."

A typical day at Gazprom Energy

Name: Lisa Saycell
Team: Customer Operations
First day: 9th May 2009

What attracted you to Gazprom Energy?

I’d worked in the industry for 14 years, so I knew quite a lot about Gazprom Energy before I started. The biggest attraction for me was the plans for growth and the opportunity that would give me to grow and develop my own role. I also liked the fact that Gazprom Energy wanted to do something different and focus on providing an excellent service to our customers.

Which teams do you work with on a daily basis?

I work closely with the teams I manage; customer services, AMR & site services and customer transfers. I also work regularly with our sales, billing and IT teams.

Are there any regular duties you take care of each week?

I meet with my team members every week. I like to ensure they are supported and developed appropriately. In addition to this I attend a weekly regulatory meeting and a weekly complaints meeting where I review escalations.

How much time do you spend speaking to customers?

Not as much as I would like to, as I really enjoy that part of the job and I think it’s the only way to truly understand how our customers are feeling. I trust my team to deal with our customers and keep up to date through regular communication with them.

Do you get to be involved in any projects?

I’m always involved in a number of projects. The biggest at the moment is a transformation programme that will improve our systems and processes over the next couple of years. I also find any regulatory change projects really interesting.

What’s the most exciting part of your job?

Being part of a growing company and developing the customer operations department so it becomes a flagship for Gazprom Energy as far as customer service goes. I also really enjoy developing people; I've seen many of my team members develop and even move into different departments which is very satisfying for me.