Spotlight on Kay Fleming, Customer Services Assistant

Hi, I’m Kay, I provide an admin support to the CPC (Community Partnership Coordinators) team and the Customer and Community team. My role is office based, and I work from our Head Office at Emperor House.

Every day is completely different and I am responsible for a wide range of tasks; I’m ‘chief cook and bottle washer’ as I do so many different tasks for the team.

The majority of my time is spent assisting the team in organising customer engagement events such as:

  • Community Engagement Forum’s
  • CHAIN meetings (Customer Helping Achieve Improvements Now)
  • Information & Knowledge sessions
  • Rate your estate
  • Rate our voids invites

Each event requires me to collect and pay travel expenses, complete attendance sheets, take notes, write up minutes and update databases.

I monitor customer survey results on behalf of the Group and Gentoo Homes. Using the data from the surveys I am required to write reports, chase up any outstanding responses and ensure all actions are passed on to the relevant departments.

I work closely with our finance section, raising invoices, making cheque payments, refunding expenses, booking and paying taxis for customers.

I also monitor the Group Facebook page, provide cover on the reception desk at Emperor House, answer telephone calls for the Customer and Community Team including the customer complaints direct line.

On the rare occasion that I get out of the office I enjoy meeting customers.

I have got to know a lot of our involved customers over the years and I look forward to meeting and getting to know all our new members at upcoming events. Now you know my name and face, please come and introduce yourself to me, it will be my pleasure to meet you.