May is always a busy time for #TeamPelican as we hold our leadership events and Pelican Briefs. These are our staff seminars and are a great opportunity for the entire team to celebrate our successes over the last six months and provide some exciting updates on what the future holds for the business. It is also a chance to recognise individuals by sharing success stories and handing out awards to those who live and breathe our company values.
I really enjoy being able to spend time with each and everyone one of our team over a two week period while being able to answer any questions they may have. I want to say another well done to all of our worthy value award winners! #Proud
While I am on the theme of celebrating our team, I would like to take the time to say a big thank you to all of our amazing live chat team. Each month I receive a copy of every comment left by our customers following a live chat and I never get tired of reading about the amazing service our team is providing. Although there are too many comments to put in my blog, I would like to share a few of my favourites:
“Chris, you are the most helpful service I have spoken too… I wish others were as understanding”
“Sam was very helpful, he raised a job quickly and changed the name on my account when I asked. Great customer service, thanks.”
“Nicola was very efficient and helpful and I wish all organisations were as easy to deal with. Thank you”
“Jade was fantastic today. I had completely messed up my payment plan and actually I wasn’t paying. Jade took me through the process and put me back on track without any penalties or red letters. I feel so relieved that this was simple. I also enjoyed the chat banter with Jade. Proves there are humans out there. Have a great weekend and thanks for your help.”
“I thought it would be extremely hard to change my Direct Debit amount but Katy just asked a few simple questions and reduced my payment amount. She also checked a few other things for me very quickly. Thank you!”
Bringing the WOW to our customers is a key focus across our business and this month our customer service teams organised a special day to celebrate. The teams created bingo cards with positive phrases for them to use when engaging with customers either over the phone or by email/live chat with lots of spot prizes being awarded for great WOW moments. In addition, our Team Leaders and Managers cleared their diaries to allow them to spend the entire day with their teams completing observations and coaching sessions.
Thank you to all of the team who are continuously putting our customers first and going above and beyond to provide memorable experiences!
In other news, Director of Customer Services Oliver Jerrome attended the Young Enterprise West of England area final this month where we were sponsoring the ‘Green/Ethical Award’.
Young Enterprise works with more than 250,000 students every year and thousands of young people aged 15-19 from across the country have set up and run a real business or social enterprise over the academic year with Company Programme – Young Enterprise’s flagship enterprise education programme. Here is Oliver presenting the winner’s award to ‘Team Evoke’ from St Bedes.
Oliver said “I was really impressed with the quality of all individuals and teams involved and I am really looking forward to seeing how Team Evoke get on in the national finals”
Congratulations to Team Evoke, I can’t wait to see what the future holds for this talented group.
Next up and I am extremely excited to introduce you to our official ‘Pride Patrol’!
Following an idea in our People’s Council, Pelican will be proudly marching in the parade for Bristol Pride on 14th July. Pride is a positive stance against discrimination and violence towards lesbian, gay, bisexual and transgender (LGBT+) people and the team are busy growing their numbers to march for equality and to celebrate sexual diversity and gender variance.
I am looking forward to providing an update on how the team get on along with a few pictures of the day!
Finally this week I want to give a big shout out to all of the team who took part in the Bristol 10K this month!
The team have been training over the last few months and were raising money for some fantastic causes.
That’s all from me this month but I look forward to sharing what June had in store for us!