Cuppa Catch Up with… Chris Jackson

Chris, our Special Operations Manager was enjoying his lunch in the summer sun, when we politely interrupted to ask him a few quick questions. This is what he had to say…

Day-to-day, what do you do?

I supervise a team of 10 administrators, who form part of the Special Operations team. We’re only a small team but we have a lot of complex operational responsibilities , ranging from court orders, bankruptcy notifications, reconciliation and payment queries, to name but a few. We also handle any questions that come in relating to our Dispute Resolution service.  

My role is to make sure the team provides the highest levels of customer service possible and if it’s a difficult query, I will give my opinion and hopefully we can resolve it together.

What are you most proud of? 

I’m very proud of the work my team does. We always try to give our customers detailed information and resolve any issues as soon as we can. Given the complex nature of what we do, each member of my team has in-depth knowledge of deposit protection, as well as how the courts work and how we deal with bankruptcy. This makes sure that the right procedures are in place, so that the tenant can reclaim their deposit.   

It’s always nice for me and the team to see good feedback from customers for our customer service. This has a great impact on us and motivates us to do even better.

If you had one piece of advice for landlords, agents and tenants, what would it be?

Keep lines of communication open throughout the tenancy. This makes life so much easier at the end of a tenancy, especially if you’re agreeing on how the deposit is to be distributed. When this doesn’t happen, a dispute is much more likely which is almost always stressful for the parties involved.

Where would your home be, if it could be anywhere?

The Bay of Plenty in New Zealand – I’ve never been there, so it would be a bit of a risk because I’m not sure if I would actually enjoy it. But from what I’ve heard and what I’ve seen it would be bliss.

Cuppa Catch-up with... Julie-Ann

We spotted Julie-Ann, our Head of Operations, in the kitchen making coffee and took the opportunity to ask her three quick questions while the kettle boiled...

Day-to-day, what do you do?

I oversee the teams that look after our customers, both administration and phones, which is about 70 people in total. I make sure we’re providing a good quality service and giving our customers the right information. My aim is to continually improve the help and support we give our customers when they contact us.

What are you most proud of?

I’m really proud that we’ve changed the way we work – we’ve reduced response waiting times and improved the quality of the information we give as a result.

It really doesn’t matter to me how long our customer service agents spend with the customer, as long as they’re able to completely deal with their query. We ask all our agents to pre-empt the next question. If they’re telling a customer to do something, they have to make sure the customer knows exactly what they need to do and where they can go to find the information they need.

Because of this, call volumes have reduced by 10% each month, as our customers rarely need to call back again. This means we now answer the phone twice as quickly, in just 30 seconds on average.

We also call back customers at random and ask them to rate how we handled their call. We ask for a rating out of 10 for both the service, and how well we answered their question. We’re really pleased that last month 82% of all calls scored 10 out of 10. This is backed up by some great comments we’ve received from customers voting for us as their supplier of the year in the ESTAS awards.

Where would your home be, if it could be anywhere?

I would definitely move to Hong Kong, on the Kowloon side overlooking the island. I’ve visited Hong Kong 17 times, and can speak some Cantonese!