1. Top performance in our end of year results!
We’re over halfway through 2023 already, and there’s only one place to start – with our fab end of year results! March and April are our busiest months for billing as we transition from one financial year into the next. It was all hands on deck to ensure we processed as many queries as possible while continuing to have the great conversations with our customers that we’re best known for.
I’m absolutely thrilled to say that last year we saw another top performance from our teams! We were delighted to help our clients, Bristol Water and Wessex Water, finish the year 3rd and 6th respectively in the league table of the 17 water companies in the country – a true team effort.
We also continue to receive great feedback from customers via Trustpilot, where we recently reached 8,000 reviews – an outstanding achievement. Overall, our customers have scored us 4.71 out of 5, which is classed as ‘Excellent’, something all of #TeamPelican can be incredibly proud of. These results are thanks to the commitment and close collaboration between our teams, who we continue to recognise for going above and beyond to support our customers – and each other – during the cost-of-living crisis.
We find ourselves in a very strong position as we start Quarter 2 of 2023/24! #Teamworkmakesthedreamwork
2. The return of our virtual Pelican Briefs
For our end of financial year business update – otherwise known as our Pelican Brief – we wanted to try something a bit different this time! So, rather than host a virtual event, we thought it would be more fun and engaging to film some of our leaders giving updates on our KPIs in different locations around Pelican Towers.
The filming was a great success, generating loads of excitement on the day – with our team members eagerly anticipating the end result! We shared the final video in team meetings, giving our people an opportunity to watch it on big screens and ask questions, leaving the room feeling energised for the year ahead.
3. Celebrating our people with our annual Oscars
One of the top priorities within our annual People Promises is giving our people the recognition they deserve – whether a simple ‘thank you’ or more formal reward. Our annual Oscars awards are the perfect opportunity to do just that!
Held back in March (to coincide with the prestigious film industry awards), our Oscars awards celebrate those inspirational team members who are living our values day in, day out, epitomising what it means to be part of our culture. Best of all, the winners were all nominated by their peers!
The event was a fitting way to mark their successes, and I hope this recognition will inspire them – and their peers – to achieve more great things in their roles.
4. Bristol Pride 2023 🌈
A fantastic opportunity to show our allyship with the LGBTQ+ community, we were thrilled to join thousands marching at Bristol Pride 2023! This year’s event was bigger and better than ever, showcasing our wonderfully diverse community.
Pride is all about overcoming prejudice and hatred, reducing isolation, and showing members of the LGBTQ+ community that they are not alone. Each year, this event is a staple in our annual calendar, so we were as keen as ever to show our support.
We also held our very own Pride dress down day to mark the occasion, with another colourful celebration!
5. Hat-trick heroes!
Rounding off with some hugely positive news, we have been recognised not once, not twice, but THREE years running at the South West Contact Centre Forum Awards!
We took home the accolade for ‘Best Mental Health in the Workplace’ for the third year in a row, which is testament to the commitment of all our teams, pulling together and going all out to continue offering each other support. Whether as a Mental Health First Aider, part of our Health & Wellbeing Team, or someone who simply shows another team member that they care, we all do our bit to look out for each other and it makes the world of difference!
I am also incredibly proud of our contact centre team – and everyone across the business that support them in serving our customers – following our nomination for Contact Centre of the Year for the third year in a row. Although we were disappointed not to win this year, we’ll be going all out to win it again in 2024!