We are happy to welcome on board Rachel Jarvis in a new role called Head of Service Improvement. As part of our investment in the ITIL Continual Service Improvement framework, Rachel’s remit is to focus on proactive – not reactive – improvements and enhancements, garnering feedback from customers to drive our service levels ever upwards.
We have also realigned our delivery functions into two distinct, agile teams: Customer Response and Technical Solutions. The Customer Response team is made up of strong communicators who listen first and foremost, making sure everything is explained and captured, as well targeting a resolution upon first contact in well over 50% of calls.
Our Technical Solutions team are highly focused senior engineers who can spot trends, generate long term fixes and deliver complex project work.