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Bev Mistry: customer relationship manager – collections

Bev-Mistry-portrait1Hours worked:                                 60 each fortnight – 33 one week, 27 the next

Working pattern:                             Mon – Weds 11am-7pm, Thurs 11am-3.30pm plus Sat 9am-3pm every  other week

My four years at Loop have been great. I came from another call centre environment so much of what it’s like to work here was familiar to me. It’s all about customer service at the end of the day.

As a customer relationship manager in collections it’s my job get customers to pay their water bill. Mainly that means taking calls coming in from customers who have received a bill in the post, but we do also do some calling out to try to speak to people who have a debt on the account.

It’s a varied role which involves negotiating with people to try to reach a settlement that works for everyone. It’s about listening to that customer’s needs and being able to spot whether they are vulnerable or in need of extra help.  I do have individual performance and progression targets to work towards but it isn’t high pressured like a lot of contact centres, it’s just important we get to a good solution for both parties.

Due to my previous customer service and training experience I also help coach new staff and call back customers with particularly challenging issues. I also do what we call queue work, which means looking at cases in our system and identifying what needs to happen to move them along.

When I started here I worked 2pm until 8pm which worked very well for my family at the time. My children are old now though, so I changed my hours and have been able to drop to working every other Saturday instead of every one.

I really like the people I work with here at Loop, we’re a small team and we look out for each other. But the wider family-feel that Loop has is also great. The social club is especially good as being a member gets you discounts on big group trips and tickets for things like the theatre.

I’m involved with the Loop Forum, which is our opportunity to talk directly to the Loop Management Team about how people on the ground feel. My colleagues in Collections bring issues, concerns or queries to me and I ensure they are addressed. I’ve also recently helped resurrect the Canteen Forum. It’s great to get involved with the place where you work and feel like you’re helping to make it better all the time.

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Tel: 01274 260000 | Fax: 01274 262265
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