Angela
Angela's STORY
Escalations Case Manager
Morrison Utility Services
Angela's career journey has taken her in a number of directions, which has included being a bus driver. Two years ago an ongoing health issue with her legs, which affects her mobility, promoted a decision to start a new career with Morrison Utility Services.
What do you do and where do you do it?Â
I am an Escalations Case Manager and I deal with complaints and queries from customers. I work for Morrison Utility Services, our team provides smart metering services to Thames Water across London.
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Why is your role important?Â
I deal with queries, complaints and claims. The quicker we answer the queries means there is less of a chance of a complaint and subsequently a claim. This then leads to the company saving money.
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Which parts of the job do you enjoy most/ find most rewarding?
The most rewarding aspect of my role is helping our customers as quickly as possible which causes them less stress. I enjoy the problem solving that comes with all queries and complaints.
What path did you use to get to the position you hold today?
Before coming to Morrison Utility Services I was a bus driver. I thought it was time for a change of career because of the continued problems I was having with my legs and had heard good things about Morrison Utility Services. I have now been with the company nearly two years and I’m so glad that I had the opportunity to become part of the team.
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What attracted you to join the energy and utilities sector?
I used to work in administration many years ago and I wanted to get back into the role. I had been away from this kind of role for 12 years and I thought that it would be difficult to go back as I hadn’t had any training for years. Morrison Utility Services believed in me and took the chance. I am really grateful for this opportunity and I think my progress in the role shows the belief in me is being repaid.
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What Challenges have you faced and how has the company supported you in overcoming these in order to develop?
Morrison Utility Services has been great for me. I have an allocated a parking space close to the front door to make my entry and exit to the building as pain free as possible. All the staff are great and very helpful; they show great empathy and consideration. A special evacuation chair has been purchased to ensure I have a quick exit from the building in the event of a fire as my office is on the first floor.
What do you think of the career prospects? Have you had much training and development? How does the company support you?
I started in our call centre booking appointments for water meters to be installed. I went on to deal with the customers who pay for our services for instance meters which need to be moved from inside a building to outside and then progressed to helping the escalations team, handling more complex customer issues and complaints that cannot be easily resolved. After six months I joined the escalations team as an Escalations Case Manager. Â
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Would you recommend your job to a friend and why?
I think my answers speak for themselves but yes most definitely. Thank you all at Morrison Utility Services for making my working environment a safe and happy place.