Joanne Hill honoured for great customer service

RBH Contact Centre Manager Joanne Hill with her award and some of her colleagues

Joanne Hill, RBH Contact Centre Manager, has been Highly Commended in the Contact Centre Manager of the Year category at this year’s North West Contact Centre Awards.

Joanne received the accolade for putting RBH’s mutual values into practice and ensuring that customers are at the heart of its activities.

Joanne said: “I’m thrilled to have received this recognition and very grateful to colleagues across RBH who are so committed to providing the best possible customer service.

“As a mutual society everything we do is driven by a desire to help customers and I’m delighted to be playing my part in this.”

One of Joanne's key innovations has been inviting residents to watch her team in action and offer feedback, ensuring that customers’ views help to shape future plans.

Joanne has led the introduction of a new telephony system at RBH and introduced an innovative training programme for her team to provide customers with a tailored and comprehensive service.

She has also used her expertise to help RBH introduce new income collection methods which have generated vital funds to be invested in homes and communities around the borough.

In addition Joanne spearheaded RBH’s involvement in National Customer Service Week in 2014 and 2015 to support colleagues across the society in identifying new ways of delivering excellent customer service.

RBH Head of Customer Experience, Vicki Webb said: “Joanne thoroughly deserves this recognition as she is a wonderful example of how our mutual values can ensure that customers receive the service they deserve.

“The role of Contact Centre Manager calls for great dedication and the ability to perform to the highest standards while under strict time pressures - qualities that Joanne displays on a daily basis.

“She also ensures that her team have the confidence, motivation and opportunity to identify and implement new ways of further improving the ways in which we support customers.”