Gavin Clapham: Quality Coach – Quality Support Team

I knew people that had worked at Loop and had heard that there was a real sense of family spirit here so when I saw the role as a Customer Relationship Manager advertised I didn’t hesitate to apply.

I was offered the role and started working at Loop in August 2007 in the Contact Centre, where I took billing and operational calls from Yorkshire Water customers. These calls could vary from taking payments and meter readings to making appointments for technicians to visit customers.

As I began to build up my knowledge over the years I realised that I wanted to be able to share this and help other people at Loop. In 2014 I applied and was successful in being offered a role as a Quality Coach where you help and support colleagues (new and existing). I look after 25 Customer Relationship Managers and every month I will listen to their calls or read their webchats so I can build a picture of where someone may be struggling. I then arrange meetings with each of them for an hours coaching session to go through any points I picked up from their evaluations. I also provide support for these colleagues if they require any extra help.

What I like about Loop is that they really look after the health and wellbeing of their staff, even down to us receiving free fruit on Fridays (Fruity Fridays) and free neck and shoulder massages every couple of months. If you want to there is also the opportunity to get involved in groups and committees, I’ve just become a member of the Diversity and Inclusion group.

Everybody at Loop has an opportunity to outshine no matter what their role is, if you do want to progress into other roles there is a clear progression scheme and you have the full support of your manager who helps you to achieve your goals. At Loop your destiny is in your own hands. The opportunities are there to move up and around the business, it’s just up to you to make those dreams a reality.