Inside #TeamPelican, January 2024

Getting our teams together for our Pelican Briefs

We know through feedback how much our teams value opportunities to come together as a business, so there’s always a lot of buzz around our Pelican Briefs!

Held once a year in person, our Briefs are designed to be an interactive session for our teams, where we reflect on our performance as a business, celebrate outstanding individual and collective achievements, and look ahead to the coming year.

Following months of planning, I was thrilled to see such high levels of engagement from all our teams back in November – not least because it was my first Brief as Pelican’s Managing Director! Our people are at the heart of our business, and I felt very proud to recognise some exceptional performances in 2023.

We had some great questions, giving us plenty of food for thought as we embark on 2024 together. Exciting times ahead!

12 Development days of christmas: supporting ongoing learning

Providing learning opportunities for our people is one of our top priorities. Our customers’ queries are constantly evolving, and to be able to answer them with the quality (and speed!) we strive for, we must ensure our team members have the tools they need.

In December, we were excited to launch our ’12 Development Days of Christmas’, our second series of ‘confidence booster’ sessions. Covering topics including eBilling, key systems and customer support schemes, this offered our people a fantastic opportunity to sharpen their knowledge of some of the most common themes our customers contact us about.

Over 200 of our team members attended a session – an incredible uptake! This just goes to show how committed they are to improving themselves, and I think it speaks volumes about our culture. We had some fantastic feedback and will be looking to continue these in 2024.

Continuing to achieve great results for our customers

Offering these learning opportunities is imperative, but how do we know it’s working? One of the ways we continuously measure our performance is through Ofwat’s quarterly Customer Measure of Experience (C-MeX) metric, which assesses customer satisfaction across the water industry.

In the latest results released for Quarter 2 of 2023/24, I was delighted to see us achieve 2nd and 3rd placed rankings respectively for our clients Bristol Water and Wessex Water. Considering this is out of 17 water and wastewater companies nationally, this is something we can all be hugely proud of!

What’s more, our customers continue to recognise our efficiency, warmth and expertise on Trustpilot, a sure sign that we are living our values of Helpful, Expert, Trusted and Engaging day in, day out to deliver a memorable customer experience.