“Your home is your castle”

Sarah talks to us about her move into social housing 3 years ago, having worked her way up through the ranks leading large, multi-site, multi-national contact centres, the motivation behind this, and the operational and cultural differences and challenges.

We hear how the cost-of-living crisis is affecting both their customers, and the ability of the sector to build, develop, and improve, and the challenges of investing and delivering customer service in the sector. 

Sarah gives us her take on the balance between automation and personal service, her early background in telephone market research, and like many in our industry, her grounding from working at GE and how the toolkit has stayed with her through her career, and other big career highlights, achievements and learnings.

We also hear about her alternative career as a travel agent, and her new found zest for gardening!