Inside #TeamPelican, January 2024

Pelican Briefs, ongoing learning opportunities, customer performance and Christmas celebrations – read on for my top highlights from the past quarter.

Getting our teams together for our Pelican Briefs

We know through feedback how much our teams value opportunities to come together as a business, so there’s always a lot of buzz around our Pelican Briefs!

Held once a year in person, our Briefs are designed to be an interactive session for our teams, where we reflect on our performance as a business, celebrate outstanding individual and collective achievements, and look ahead to the coming year.

Following months of planning, I was thrilled to see such high levels of engagement from all our teams back in November – not least because it was my first Brief as Pelican’s Managing Director! Our people are at the heart of our business, and I felt very proud to recognise some exceptional performances in 2023.

We had some great questions, giving us plenty of food for thought as we embark on 2024 together. Exciting times ahead!

12 Development days of christmas: supporting ongoing learning

Providing learning opportunities for our people is one of our top priorities. Our customers’ queries are constantly evolving, and to be able to answer them with the quality (and speed!) we strive for, we must ensure our team members have the tools they need.

In December, we were excited to launch our ’12 Development Days of Christmas’, our second series of ‘confidence booster’ sessions. Covering topics including eBilling, key systems and customer support schemes, this offered our people a fantastic opportunity to sharpen their knowledge of some of the most common themes our customers contact us about.

Over 200 of our team members attended a session – an incredible uptake! This just goes to show how committed they are to improving themselves, and I think it speaks volumes about our culture. We had some fantastic feedback and will be looking to continue these in 2024.

Continuing to achieve great results for our customers

Offering these learning opportunities is imperative, but how do we know it’s working? One of the ways we continuously measure our performance is through Ofwat’s quarterly Customer Measure of Experience (C-MeX) metric, which assesses customer satisfaction across the water industry.

In the latest results released for Quarter 2 of 2023/24, I was delighted to see us achieve 2nd and 3rd placed rankings respectively for our clients Bristol Water and Wessex Water. Considering this is out of 17 water and wastewater companies nationally, this is something we can all be hugely proud of!

What’s more, our customers continue to recognise our efficiency, warmth and expertise on Trustpilot, a sure sign that we are living our values of Helpful, Expert, Trusted and Engaging day in, day out to deliver a memorable customer experience.

CHRISTMAS celebrations!

Although it may feel like a distant memory already, we had a wonderful Christmas time (to borrow Paul McCartney’s words)! The festive season is the perfect time to celebrate another successful year together and thank our team members for all their hard work.

December was packed with festive fun, starting with our Christmas Party at Weston-super-Mare’s Grand Pier! Complete with a live band, magician, and photobooth, our guests enjoyed an incredible night of entertainment that will live long in the memory.

Next up was Christmas Jumper Day, the perfect excuse to dust off our finest knitwear and raise funds for Save the Children.

We then rounded off for Christmas with our annual raffle grand prize draw, with over 130 prizes up for grabs. Gifts ranged from homemade hampers and novelty games to top tech and unforgettable experiences – as you can imagine, Pelican Towers became a hub of excitement!

The tension in the air was palpable as we announced the winners on the hour, every hour throughout the day. Alongside our Christmas buffet, where each department enjoyed a lunch of their choice (Dominos’ phone was ringing off the hook), it made for the perfect send-off ahead of the Christmas break.

We’re now well into the swing of the new year, relishing 2024 and all it brings.

That’s all from me for now – follow us on LinkedIn and Twitter for more insights into life inside Pelican Towers before my next update.

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