March

Cover Photo of Pelican staff

I’d like to start with shout outs for our fantastic live chat team. It would be (unfortunately) impossible for me share all the wonderful comments we receive from our customers but there are a few I would like to highlight:

What can I say Wessex Water always the best and helpfully thanks too you all

Extremely wonderful customer service by Vanessa

Katie was amazing. This is my first time renting and I have been given no information by my landlord. Thank you so much!

Karen was friendly and professional and gave me the info I needed.

Well done and thank you to our #expert live chat team.

Another stand out moment for me this month was a lovely letter we received from a customer who had contacted our team for support. Instead of sharing the very lengthy letter with you all, I have picked out a few of my favourite quotes:

“Andrew was so understanding and showed a great deal of empathy towards our situation, I know you have to have this attitude as a customer service representative, but he was so genuine and really cared.”

“My letting agent then got involved and I spoke to Rhys, who was as equally lovely and helpful.”

“Finally, I had a call on Monday 18th February 2019 from Charlotte to confirm that a leakage allowance has been approved, she just goes to show what an absolutely amazing team that you have there.”

What amazing feedback to receive and highlights a great example of teamwork!

I had the opportunity to attend a Meter Reading team brief this month at our Chippenham depot. I really enjoy attending these as they are a fantastic opportunity to hear in a little more detail what the team have been up to during the previous month and identify how we raise and solve issues for the team to support them in doing a great job.

Onto movers and shakers and congratulations to our most recent class of graduates from our Customer Services Academy all pictured here with their team leaders.

It is always great to see new faces around the building and I wish them the best of luck in their career with #TeamPelican.

I am delighted to share that this month, Pelican has officially been recognised as a Disability Confident Committed employer. This recognises our inclusive and accessible recruitment practices​, and the support and adjustments that we provide to team members who may be suffering from a disability or long-term health condition. As a massive champion of diversity, I strongly believe that our success as a business is born out of an inclusive business culture, so I look forward to sharing with you more ways in which we can promote an environment where all team members can fulfil their potential.

In more exciting news, I am pleased to share that Pelican has been named as a finalist at the Water Industry Awards for People Initiative of the Year! We have been shortlisted for the work on our Customer Services Academy and the first class welcome that all new starters receive from the moment they walk through our door. I will be sure to share with you some updates following the ceremony held on 20th May! ​

In Health and Wellbeing news, I would like to share the results of our recent ‘Small Changes, Big differences’ week:

  • We took the stairs 187 times, burning 1250 calories
  • 105 of us got a full night’s sleep, which helps to aid a healthy lifestyle
  • Collectively we did an extra 930 minutes of activity, that’s longer than a flight to Hong Kong
  • 99 of us drank the recommended 2 litres of water per day, totalling 198 litres

A special shout out to the healthy-living Contact Centre for avoiding 30 takeaways – half of the total saved overall!

Finally this month, I would like to share some photos from our very special ‘Sports Day’ raising money for Asthma UK and MACS. We held the grand final of our ‘Skip Off’, a special fancy dress competition along with a bake off which I had the pleasure of judging 🙂

It was certainly another busy month at Pelican Towers and I look forward to seeing what April has in store.