Jp Collet Email & Phone Number

Littlehampton, Gb

South East

Responsible for the 40,000km of sewer network across the Southern Water operating area of Hampshire, Sussex and Kent as part of the R&M service schedule. 6 direct management and 38 indirect reports, with also collaborative responsibility for the performance of circa 138 partner resource to ensure we deliver against our primary objectives of customer satisfaction improvement, financial efficiency and environmental protection. Overall responsibility for the H&S of the teams working on the sewer network, the R&M budget and driving the collaboration with our partners, Cappagh Browne Utilities Limited, in ensuring we strive to deliver the most outstanding service to our customers, improve our environmental position and meet our financial objectives.

Chatham

Day to day running of the team which include Investigation Technicians and County Sewerage Engineer. Dealing with customer issues relating to the Southern Water sewer network across Kent. Reporting to the Operational Manager my role, in part, is to drive improvements in the service delivered by Southern Water through thorough and timely investigations of incidents such as pollutions or internal flooding. Using my team of Investigation Technicians and the County Sewerage Engineer, ensure that our customers are kept fully informed and updated throughout the investigation of an issue that they have reported to the business. Driving new ways of working that will help to deliver our business vision of becoming the UK's leading water company, are just some of the elements of my role and which has seen us recently make huge strides in our SIM (Service Incentive Mechanism) score.Performance management of our Service Partners, who act as the first point of call for many of our customers experiencing issues with their wastewater services. Liaising with outside agencies such as the Environment Agency, Local Council and MP's offices as well as the Senior Management Team at Southern Water are all part of the day to day activities I undertake. Ultimately driving a positive experience for customers who have had to deal with an unwelcome drainage emergency.

Falmer, Brighton

Customer Case Lead, responsible for managing a portfolio of customers within the operating regions covered by Southern Water, who have experienced repeat foul flooding incidents, and are looking for long term solutions. Working with our Field Investigation Technicians, County Sewerage Engineers, Asset and Capital Delivery teams, to name just a few, looking for solutions or mitigation that may help reduce or remove the possibility of further flooding incidents occurring. Acting as a direct point of contact for our customers, providing regular, accurate and timely updates on how investigations into the sewerage network are progressing. Responsible for balancing both the needs of the business as well as the expectations of our customers' to deliver a solution or mitigation which provides respite from flooding issues. There is also an element of delivering news to customers' where a solution is not possible or practical, which can often prove challenging. Building strong relationships with customers' both internally and externally. Delivering on the promises I make, and ensuring that all systems are accurately updated with the latest information, are just some of the day to day actions my role involve. Reporting to the Customer Case Manager, providing regular updates on the portfolio I manage, ensuring that any high profile cases, which may include involvement from customers' MP's or our regulators, are receiving the appropriate level of investigation. As a customer focused team, with face to face visits a paramount part of my role, delivering the highest level of customer service at all times is the bread and butter aspect of my role. My customers rely on me to ensure they are kept fully appraised of investigations, or to arrange any necessary visits from our engineering teams to affected areas. Challenging decisions made by the company, working with appropriate areas of the business to ensure all possible avenues of solution have been exhausted.

Durrington

Customer Relations Team Leader. Leading a team of case managers, who are responsible for dealing with written complaints into the company. Complaints of all levels, including those from the regulator, MP's and direct to the CEO. Performance management of the team, ensuring that each team members' personal development is understood with specific training plans put in place to allow them to achieve their goals. Through effective and dynamic leadership, drawing the absolute best from each of those in my reporting line. Staff 1:1's, Performance development plans, sickness recording, back to work interviews, quality monitoring and regular coaching on how to ensure a customer receives the very best service, are just an example of my role as Customer Relations Team Leader.Reporting direct to the Customer Relations Manager, providing statistics on the teams performance at daily 1:1's. With the company striving to change the perception our customers' have of Southern Water, by employing the very best complaint case managers', my role is to lead my team through this change ensuring that the absolute highest level of customer service is provided at all times.

Falmer

Dealing with escalated written complaints. Correspondence from MP's sent to the CEO and complaints from our regulators, Consumer Council for Water and OFWAT.

Falmer

Responsible for high profile written complaints, including, correspondence from MP's and regulators.

Responsible for stock management and a team of 12 employees.

Nvq Level 3 Customer Services Apprenticeship Diploma, Customer Service

Customer Service Apprenticeship Level 3 Diploma

10 X G.C.S.E'S