2026
The year in review
Fast answers, real fixes and customers who feel listened to.
Customer Service Manager
Birmingham, UK
Letter from the founder
Dear reader,
I run a 60-person contact centre handling phone, email and chat for 400,000 customers.
Satisfaction went from 71% to 92% after we stopped counting call length and started counting problems solved.
Rebecca
Customer Service Manager
2019
to Present
Customer Service Manager
Midland Energy
2015
to 2019
Team Leader
Midland Energy
“She made the team proud of working in customer service again.”
Service review
Calls, tickets and processes reviewed.
Complaints training
Handling difficult customers, one day.
Interim service manager
Three to six months.
CXPA
CCXP, Certified Customer Experience Professional, 2021