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Position: Customer Engagement and Experience Manager
Bio:I had a career change in 2014 when I left teaching and started working in housing.I've never looked back!I've worked as a managerin complaints and in customer engagement.
Responsibilities:I lead the Customer Engagement Team and support the Customer Forum as well as leading on engagement projects. I'm responsible for evidencing how we've made a difference to our services by acting on customer insight and how this has helped us meet the requirements of the transparency, influence and accountability standard.
Outside of work: When I'm not at work it's time for gardening, long walks and visiting new places.
Favourite part of the job: Building good relationships with involved customers and empowering them to make a difference.
Becky Budge
Position: Customer Engagement and Experience Officer
Bio: I joined Longhurst Group Customer Services Team in September 2013. In 2018, I moved to the Customer Engagement Team which also looked after complaints at that time. In 2022, a separate Complaints Team was created, and I decided to work solely on customer engagement.
Responsibilities: My main responsibilities are carrying out projects that give our customers the opportunity to have their say, working with our internal departments to make improvements using customer feedback, working with our customer-led Scrutiny Team and looking after The Hub, our online engagement platform.
Outside of work:I enjoy spending time with my family, walking my dog, travelling, and eating!
Nicola Cranwell
Position: Customer Engagement and Experience Officer
Bio: I started working at Longhurst Group in 2017 as a Customer Service Advisor, having graduated from university. After realising that customer experience and a focus on service improvement were areas I loved to explore, I became the first person to hold the Customer Service Officer position within the company. This has developed into the Customer Experience Officer role that I’m in today.
Responsibilities:I currently oversee all transactional surveys across the business, working with internal departments to highlight the customer voice, and use customer feedback to champion where our services are working well. This also enables us to focus on areas of improvement across several departments, and have open, effective discussions on how we can improve services.
Outside of work:Outside of work I love to run, go to the gym, travel, read and spend time with my family and dogs!
Favourite part of the job:Seeing customer feedback brought to life! There’s something very rewarding about seeing customer feedback implemented into service delivery and to know that the customer voice is heard and considered.
Helen Bird
Position: Customer Engagement and Experience Manager
Bio:I had a career change in 2014 when I left teaching and started working in housing.I've never looked back!I've worked as a managerin complaints and in customer engagement.
Responsibilities:I lead the Customer Engagement Team and support the Customer Forum as well as leading on engagement projects. I'm responsible for evidencing how we've made a difference to our services by acting on customer insight and how this has helped us meet the requirements of the transparency, influence and accountability standard.
Outside of work: When I'm not at work it's time for gardening, long walks and visiting new places.
Favourite part of the job: Building good relationships with involved customers and empowering them to make a difference.
Becky Budge
Position: Customer Engagement and Experience Officer
Bio: I joined Longhurst Group Customer Services Team in September 2013. In 2018, I moved to the Customer Engagement Team which also looked after complaints at that time. In 2022, a separate Complaints Team was created, and I decided to work solely on customer engagement.
Responsibilities: My main responsibilities are carrying out projects that give our customers the opportunity to have their say, working with our internal departments to make improvements using customer feedback, working with our customer-led Scrutiny Team and looking after The Hub, our online engagement platform.
Outside of work:I enjoy spending time with my family, walking my dog, travelling, and eating!
Nicola Cranwell
Position: Customer Engagement and Experience Officer
Bio: I started working at Longhurst Group in 2017 as a Customer Service Advisor, having graduated from university. After realising that customer experience and a focus on service improvement were areas I loved to explore, I became the first person to hold the Customer Service Officer position within the company. This has developed into the Customer Experience Officer role that I’m in today.
Responsibilities:I currently oversee all transactional surveys across the business, working with internal departments to highlight the customer voice, and use customer feedback to champion where our services are working well. This also enables us to focus on areas of improvement across several departments, and have open, effective discussions on how we can improve services.
Outside of work:Outside of work I love to run, go to the gym, travel, read and spend time with my family and dogs!
Favourite part of the job:Seeing customer feedback brought to life! There’s something very rewarding about seeing customer feedback implemented into service delivery and to know that the customer voice is heard and considered.
