Angela

Angela's STORY

Escalations Case Manager, Morrison Utility Services

Escalations Case Manager
Morrison Utility Services

Angela's career journey has taken her in a number of directions, which has included being a bus driver. Two years ago an ongoing health issue with her legs, which affects her mobility, promoted a decision to start a new career with Morrison Utility Services.

What do you do and where do you do it?

I am an Escalations Case Manager and I deal with complaints and queries from customers. I work for Morrison Utility Services, our team provides smart metering services to Thames Water across London.

Why is your role important?

I deal with queries, complaints and claims. The quicker we answer the queries means there is less of a chance of a complaint and subsequently a claim. This then leads to the company saving money.

Which parts of the job do you enjoy most/ find most rewarding?

The most rewarding aspect of my role is helping our customers as quickly as possible which causes them less stress. I enjoy the problem solving that comes with all queries and complaints.

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I had heard good things about Morrison Utility Services. I have now been with the company nearly two years and I’m so glad that I had the opportunity to become part of the team.

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What path did you use to get to the position you hold today?

Before coming to Morrison Utility Services I was a bus driver. I thought it was time for a change of career because of the continued problems I was having with my legs and had heard good things about Morrison Utility Services. I have now been with the company nearly two years and I’m so glad that I had the opportunity to become part of the team.

What attracted you to join the energy and utilities sector?

I used to work in administration many years ago and I wanted to get back into the role. I had been away from this kind of role for 12 years and I thought that it would be difficult to go back as I hadn’t had any training for years. Morrison Utility Services believed in me and took the chance. I am really grateful for this opportunity and I think my progress in the role shows the belief in me is being repaid.

What Challenges have you faced and how has the company supported you in overcoming these in order to develop?

Morrison Utility Services has been great for me. I have an allocated a parking space close to the front door to make my entry and exit to the building as pain free as possible. All the staff are great and very helpful; they show great empathy and consideration. A special evacuation chair has been purchased to ensure I have a quick exit from the building in the event of a fire as my office is on the first floor.

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I feel I have everything I need to succeed in my role

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What do you think of the career prospects? Have you had much training and development? How does the company support you?

I started in our call centre booking appointments for water meters to be installed. I went on to deal with the customers who pay for our services for instance meters which need to be moved from inside a building to outside and then progressed to helping the escalations team, handling more complex customer issues and complaints that cannot be easily resolved. After six months I joined the escalations team as an Escalations Case Manager.

Would you recommend your job to a friend and why?

I think my answers speak for themselves but yes most definitely. Thank you all at Morrison Utility Services for making my working environment a safe and happy place.