Great news here at Alertacall – provider of a range of daily contact services to organisations in housing, social care and health, as well as for personal use. Over the last year we have continued to grow the number of clients and expanded our Windermere and Warrington contact centres accordingly. Furthermore, we are continuing to develop exciting tech innovations, many of which are to be rolled out this year. With this in mind, we are delighted to welcome some new members to the team.
Paula Wollaston and Nicola Turner have joined Alertacall to support the continued expansion of our Contact Centres. Paula will take on overall Leadership of the Contact Centres, supported by Nicola and our existing superb Shift Leadership team. This demonstrates an increased investment and supports our ongoing focus to ensure our people and our principle of proactive contact continue to deliver superb customer service – in a recent client feedback survey with 35 UK housing providers 92% of respondents indicated that they were highly satisfied with the service.
Paula has over 10 years of Customer Service experience and joins us from Origin Global, where she held the role of Customer Service Team Leader. Paula was committed to coaching her team to have the confidence and skills to listen hard to customers and to work effectively alongside clients.
Paula’s ethos is to ensure that a contact centre is client-focused, but that it is also a fun and friendly environment – something that she will continue here at Alertacall. Paula says, “In my short time at Alertacall so far, I have noticed how Alertacall puts people at the forefront: its customers, housing providers, and own staff too. I have quickly picked up on how critical it is to actively listen to customers changing needs – I am excited to be part of such a progressive company”.
Nicola joins us from Tesco Mobile, where she spent 8 years as a Contact Centre Team Manager. In her previous role she worked specifically with teams of colleagues to motivate them to develop their confidence and listening skills, as well as working across other departments to deliver strong customer service. Nicola says, “I knew straight away that I wanted to be a part of Alertacall: the company mission statement and values completely appeal to my own values. I look forward to being part of such a passionate team”.
Welcome to both Paula and Nicola!
Further to the team expansion in the contact centre, we also welcome Martin Bell and Simon Lock to our tech team. Simon joined Alertacall as Technical Project Manager, and is facilitating the Contact Hub Touch tablet device into production, as well as helping to document and analyse technical processes. Simon comes from the Automotive and Motorsport sector, where he worked predominantly on electronics, and more recently, his day-to-day job was running an F1 car. On joining our team, Simon says, “It has been great to join a very friendly, motivated and capable group of people. I hope to help push forward the companies offerings to the customer and improve the services we can offer.”
Alongside Simon, Martin has joined us as Software and Systems Engineer with over 10 years experience working in the radio industry, writing software and designing systems for customers in the emergency services, transport and security industries. Here at Alertacall Martin will be working on improving the existing systems we use and adding new features to our devices . Welcome to Simon and Martin, we look forward to all of the exciting innovations in the pipeline!
Alertacall’s continual focus on our people development is also demonstrated by other key appointments within the team. Fleur Stanton takes on the role of Technical Operations Manager focused on working closely with our Client Relationship Managers to bring Service evolution to life, with our unique systems at the core of progression. Steph Stainton moves into the expanded role of Learning & Development Advisor as part of the growth of our HR team. Luca Malatacca has transferred from Operations to Business Development and moved in to the role of Customer Relationship Manager. Luca has been very successful in securing client trust and he is regularly receiving good feedback from clients.
So some fantastic team development here to continue to build on our services in 2019!