Hannah Hodson

My role at SAS was a quota carrying sales role, I focused on expanding the range of solutions used by both our existing clients as well as selling our solutions into net new name accounts. For our existing clients, I developed an account review and gap analysis process to understand the business requirements of existing accounts before working with these organisations to sell additional products and services. For the net new name account, I would complete a targeted territory review and then focus my efforts using digital marketing tools, telephone calls and in person meetings to communicate our value proposition and to then successfully close new deals.

The role I am currently in is a progression from the contact centre, I learned from being in the contact centre that I enjoyed dealing with operational issues. A wholesaler management team was created and I became the first person to join this new team. This allowed me to have an input on processes and procedures that the team would carry out and follow. This enabled me to build my problem solving skills and have a better understanding of business processes and how to look to streamline/improve these. My duties include: ● Building and maintaining a relationship with our incumbent wholesaler Anglian Water Services and all other wholesalers across England and Scotland. ● Understanding and abiding by the wholesales policy (all wholesalers policies are different, and they all have different charges for jobs. So I have to ensure I check the market before quoting) ● Taking on and progressing different case types on a day to day basis such as Trade effluent, leak allowances, sewerage allowances, verification of supply and operational issues such as flooding and water alerts etc. ● Updating customers on the progress of their request or issue and maintaining customers’ expectations. ● Challenging the wholesaler on charges and policies against market codes.

I started my career in Anglian Water Services based in Huntingdon 5 years ago, before the wholesale/retail split became apparent. I dealt with domestic customers in a billing team as part of a larger call centre. During my employment I have seen a lot of changes to the call centre, the team became a lot smaller and we moved over to the Peterborough office as a commercial billing team. A lot of new starters were hired, I became a mentor and now I am one of the longest serving members of the team. In my main role my duties have included: • Dealing with customer enquiries via telephone. • Maintaining customer records. In addition to my main role my duties have included: • I have mentored new starters. • I have provided a two week intensive course to up-skill existing agents. • I have listened into calls, both side by side and remotely and provided feedback. • I have produced statistics for the team. • I supported the Scottish procurement team; customer support team and I am currently taking part in a three month sales trial to try and gain new contracts with Scottish customers via outbound telephone calls. • I have provided quotes for our services. • I have also supported the business process analysts in the 5Ml transfers with documenting the customer transfer process. • I have been chasing debt for National customers.

• Registering contractors and ensuring they all had the legal requirements to work in the UK • Inputting data onto a bespoke system. • General administration i.e. scanning, photocopying and printing. • Booking inductions. • Marketing job vacancies on the windows and on the job board. • Responsible for ensuring all the paperwork for inductions was up to date and ready for use • Answering calls and dealing with enquiries. • Booking contractors holidays, change of details etc.

• Till work, stock replenishment and all aspects of customer service. • Dealing with customer enquiries and complaints. • Cashing up.

• Answering calls, booking appointments, cash handling, customer services, client record keeping and product sales. • Assistance of facials, pedicures, manicures, massage, spray tans, fish pedicures, exfoliation and waxing.