Name: Lisa SaycellTeam: Customer OperationsFirst day: 9th May 2009
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.
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.
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.
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.
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.
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.