Inside #TeamPelican: October 2023

Stepping into the hot seat as Managing Director, hosting a fantastic leadership event and celebrating National Customer Service Week; read on for my top highlights from the past quarter.

Starting my new post as Pelican’s Managing Director!

Managing Director Oliver Jerrome

Where else to start than with my appointment as Pelican’s new MD! I was thrilled to be offered the opportunity to take the helm following five fantastic years in my previous role as Director of Customer Services.

My focus will be on continuing the fantastic work we’re already doing as a business to delight our customers and building on our culture.

We describe our culture as ‘unique’, and you only need to walk around our office to start to understand why! Although each department has its own character, what links us all together is our passion for being helpful – whether that’s our with customers or each other.

During my time in the role so far, we’ve been busy refreshing our Pelican brand and identity, reinforcing what it means to be part of Pelican, and why we’re known for being a great place to work (head over to our About us page to find out more!)

Getting our leaders together

One of our biggest priorities is spending time with our leadership team. Ultimately, your line manager has the biggest contribution in shaping your day-to-day role, so we invest a lot of time in ensuring our leaders are fully equipped to support our people.

In September, we hosted an incredible day of networking and collaboration for our annual Leadership event at Clevedon Hall! We welcomed an external speaker, Executive Coach Matt Davies, who delivered a great session on leadership that gave us plenty to take away and reflect on. The feedback from the day was excellent, allowing us to create an even better event next year!

Delighting our customers

There is a close link between our people and our customers; if our people are fully on board with our culture, living our values day in, day out, then it will translate into a memorable customer experience.

I was really pleased to see our first C-MeX (Customer Measure of Experience) scores of the new financial year in August, showing a strong performance from our clients Bristol Water and Wessex Water. We continue to work hard to provide our customers with the quality and speed of response that they expect. This recent 5* Trustpilot review sums up what we aspire to achieve when we talk about delivering an effortless customer experience!

Five star trust pilot review

Celebrating National Customer Service Week

This ties in neatly with one of the most important weeks in our calendar – National Customer Service Week!

We had a lot of fun supporting the event, which gives us an opportunity to think about what makes a great customer experience and recognise some of our team members for making a huge difference to our customers.

As you can see from the photos, our teams loved using our new Pelican branded selfie frame! It was a catalyst for some brilliant conversations and engagement from the whole business.


That’s all from me for now – follow us on LinkedIn and Instagram for more insights into life inside Pelican Towers.

Enjoyed reading this blog? Why not take a look at our latest opportunities to join #TeamPelican on our careers page?