Friday October 18 2019

Thirteen directors trade places for National Customer Service Week

Directors at Thirteen went back to the shop floor to job shadow other areas of the business during National Customer Service Week.

Thirteen directors trade places for National Customer Service Week

The shadowing gave directors the opportunity to get a first-hand look at the interactions that different teams have with customers, and helped to highlight the vital role that customer service plays in an organisation.

Kay Glew, Director of Neighbourhoods, spent a morning with customer service advisors at Rivers House, Thirteen’s neighbourhood office in Middlesbrough, where she was able learn more about the kinds of queries that customers call in with and how these are dealt with by the team.


Joanne Lawther, Director of People, spent a morning with Neighbourhood Co-ordinator Kelly Darley on her patch in Stockton. Joanne was able to see the role of a Neighbourhood Co-ordinator in action, from responding to queries from customers about their homes, to carrying out neighbourhood walkabouts and looking out for any issues on the estate.


On her experience, Kay Glew, Director of Neighbourhoods, said: “The time I spent with the team at Rivers House was incredibly useful, as it gave me the chance to see some of our processes in practice and find out more about how these are perceived by our customers.

“Customer service advisors are the first point of contact for many people getting in touch with Thirteen, so it was very rewarding to see the team meeting the needs of our customers in such a professional and caring way.

On her morning in Stockton, Joanne Lawther, said: “I really enjoyed job shadowing as part of National Customer Service Week. The role of a Neighbourhood Co-ordinator is extremely varied, so it was great to have the opportunity to see the work that Kelly does on a day-to-day basis and how much of a difference this can make to the experience that customers have in their homes.

“Working alongside Kelly helped to highlight both the rewards and challenges of the role in making sure that Thirteen’s neighbourhoods are safe and welcoming places to live.”

"I really enjoyed job shadowing as part of National Customer Service Week."
Joanne Lawther

DISCLAIMER: The statements, opinions, views and advice expressed in this article are those of the author/organisation and not of ENTIRELY. This article should represent information correct at the time of publication however whilst every care has been taken to present up-to-date and accurate information, we cannot guarantee that inaccuracies will not occur. ENTIRELY will not be held responsible for any claim, loss, damage or inconvenience caused as a result of any information within this article or any information accessed through this site. The content of any organisations websites which you link to from ENTIRELY are entirely out of the control of ENTIRELY, and you proceed at your own risk. These links are provided purely for your convenience and do not imply any endorsement of or association with any products, services, content, information or materials offered by or accessible to you at the organisations site.

Entirely Recruitment Jobs


Discover the latest Industry News & Opinions on Entirely

We transform your bright ideas into brilliant digital products.