September 2021

I’d like to start by celebrating some fantastic customer service news! In July, we received the quarterly C-MeX (Customer Measure of Experience) results for our clients; Wessex Water and Bristol Water. C-MeX is a survey used to measure the experience our customers have had with us, and is the way the regulator Ofwat, measure customer service across the water industry. I am delighted to share that Wessex Water finished 1st and Bristol Water 3rd for the first quarter of the year, an absolutely fantastic achievement that the Pelican team have made a big contribution towards. The service we provide to our clients and their customers, is our number one priority, and I’m incredibly proud of our customer service and support teams, who work collaboratively to ensure we’re always striving to provide an efficient, customer friendly and welcoming service to all. 

In more exciting customer service news, during July, Wessex Water reached an amazing 5,000 customer reviews on Trustpilot, many of which would have been left following interactions with our Pelican team. This has been achieved whilst maintaining an ‘Excellent’ rating of 4.7 out of 5. This is an absolutely fantastic achievement for our customer facing teams, and another reason to be extremely proud following the excellent C-MeX scores. 

With such an excellent quarter for customer service levels, it only made sense to recognise our team through a number of prestigious awards and in some exciting news, hot off the press, we have been shortlisted for no less than nine awards between the South West Contact Centre Awards and the Business Leader Awards. These include Best Customer Engagement, Mental Health in the Workplace, Employer of the Year and Customer Excellence.  

I’m equally as proud of our people culture recognition, as I am of our customer service focussed entries. Our leadership team, along with our Mental Health First Aiders and team member networks, have been working with our people closely over the last 18 months, to support them throughout the pandemic, and I am proud to say that our team have been stronger than ever in their commitment to deliver for our customers and our people. I am looking forward to providing an update on these awards, following the award ceremonies in the coming months. 

It was also a lovely surprise to be named a finalist in the Customer Service Change Maker category at the UK Customer Satisfaction Awards, held later this year. A personal thank you to my senior team who took the time to share such lovely words in their awards submission. 

In August, we saw our 2021-22 People’s Council meet for the very first time, which provided a great opportunity to celebrate some of our top successes from across the business from throughout the last quarter. The Council also brought with them some fantastic ideas and improvements from their respective business areas, focussed on further improving #TeamPelican for our people and our customers. I really look forward to hearing how our new People’s Council develops and grows over the next 12 months.  

August saw the much-anticipated return of our annual Office vs. Field team football match, which due to Covid-19, was unable to take place last year. It’s fantastic to see our team being able to meet face to face more regularly, after what has felt like an eternity of virtual meetings. The charity match, raising money for The NICU Foundation, was an excellent opportunity to enjoy the fresh air, and we had plenty of #TeamPelican attend to cheer them on. Congratulations to our field-based team for winning 4-2, and a special mention to our Director of Customer Services, Oliver Jerrome, for refereeing a great match! 

Finally, I thought I would leave you with a splash of colour! At the end of August, we celebrated our very own festival, expertly organised by our Health and Wellbeing team. It was fantastic to see so many colourful costumes walking the hallways, and to see the team enjoying mini-games and mocktails. We have certainly missed our special in-office Health and Wellbeing themed days, and I can’t wait to see what the rest of the year has in store.