Customer Relations Team wins Best Customer Engagement Award at the Welsh Contact Centre Awards 2021

Since the start of 2020 our Customer Relations team has gone from strength to strength; employing new people; reviewing, developing and introducing new and improved processes that improve our customers' experiences; and adapting to the challenges of remote working to consistently provide the highest levels of service throughout the pandemic. 

Ellie is a Customer Relations Adviser and part of the Customer Relations Team. Her role and responsibilities focus on all key engagements with our customers, ensuring exceptional customer experience from onboarding customers, to building customer relationships and ensuring customers are supported in using the full potential of safeguarding solutions. 

Ellie is a truly dedicated and selfless individual who goes above and beyond for her colleagues inside and outside of work. She encapsulates and demonstrates all of our company values (Trust, Excellence, Commitment, Care and Integrity), builds excellent relationships with both customers and colleagues and has taken on a number of additional responsibilities. 

As an original member of the Customer Relations Team Ellie has been an invaluable asset, providing training and support for the whole team. We could not be more proud that she has been recognised by the Welsh Contact Centre Forum in this most significant of categories.    

Mel's role involves coaching and training both new and existing staff members. She is responsible for creating and delivering training plans for new starters, preparing training materials for all staff in relation to new products and features, and supporting the rest of the customer success team to deliver the highest quality of support to our customers. She has also been instrumental in the creation of new processes for the department and for reviewing and adapting existing processes where necessary. 

Mel has a background of working in schools, so knows first-hand the pressures that many of our customers face each day. As a safeguarding company, we take our responsibility to our customers incredibly seriously - we must ensure we do all we can to support them, so that they can do the right thing for the children or vulnerable adults in their care - the decisions they need to make can be life-changing. 

Mel is passionate about the role that our safeguarding solutions and our customer success teams play in supporting organisations and individuals to protect the health and wellbeing of the people they work with and brings her passion for safeguarding, her infection energy, and her empathy to all parts of her role. We are delighted that Mel is a finalist in this year's awards.