April

Cover Photo of Pelican staff

We’ve had a busy month at #TeamPelican and I’d like to start this week by sharing some exciting news. Following some extremely hard work, our Customer Services Academy has been shortlisted for the People Development category at the South West Contact Centre Awards!

Finalist

Our expert Learning and Development team have been absolutely fantastic in building and rolling out this initiative and this award is a true reflection of all of their hard work. Academy trainer Roxy will be attending the awards ceremony in June along with Director of Customer Services Oliver Jerrome and a number of team leaders from our Contact Centre.

Continuing with academy news, I would like to congratulate our newest graduates that have joined our flock.

Each of our graduates have now joined their departments for some final team specific training and I wish them the best of luck in their future career here at Pelican.

Moving onto some shout outs, following yet another fantastic live chat report. I always thoroughly enjoy reading through the wonderful comments left by our customers after they experienced our live chat and I would like to share a few of my favourites with you:

Fantastic service. My query was dealt with efficiently and politely. Couldn’t ask for more. Thank you Nicholas!!

Very friendly and helpful – Katy was very good, she deserves a gold star.

I’ve been struggling to make payments and you have done everything to try and make it easier for me. Not demanded or threatened. Your staff have been lovely and helpful.

Thank you to Nicholas, Katy and to all of our expert live chat team!

I would also like to give a shout out to Sarah from our Taunton Meter Reading team this month. While out on her rounds, Sarah helped an elderly lady whose car had broken down. Along with two others, Sarah managed to push the car to start and help the lady on her way again. Such a great example of going above and beyond for our customers.

My final shout out this month is for Holly and Abi from our Customer Services team following a lovely review that was left for them this month. I could tell you more about it, but I think the review speaks for itself:

Needed to query our bill. The phone was answered almost straight away. The staff at were polite, listened to the query and responded clearly and considered. They couldn’t have been more helpful, giving good advice and requesting we called back with the update. Absolutely top-class service from beginning to end. Couldn’t praise any higher. Thank you very much.”

Well done Holly and Abi, what incredible feedback to receive. 🙂

Onto some community news and I am thrilled to say that we raised a total of £426.69 for our first quarterly charity of 2019, The Great Western Air Ambulance! We now move onto our second quarterly charity of the year, The Little Princess Trust who provide real hair wigs to children and young people with hair loss and funding vital research into child hood cancer.

Little Princess

Onto more charity news and well done to everyone that attended our charity football match organized this month by team member Gary. Gary organized the match to raise money for his London Marathon charity, MACS and managed to raise £203 in total.

Gary and our Head of Credit Management, Amy Badman, both ran the London Marathon and I travelled around London with my family cheering them on from the sidelines and offering out some much-needed Jelly Babies along the way! Here is Amy at the end the grueling 26.2 miles collecting her well-earned medal.