In the Spotlight… Dionne Ide
14 October 2021
October is Black History Month and here at Welsh Water we’re hosting some exceptional guest speakers, hearing from members of our own BAME+ community, and finding out more about how we can all tackle subconscious biases in the workplace.
And while it’s important to mark this month, diversity and inclusivity is something we’re passionate about all year round. Welcome to the second in our series of ‘In the Spotlight’ blogs where we’re introducing you to just some of our BAME+ colleagues working behind the scenes to help deliver our essential services to you, 365 days a year.
Say hi to Dionne!
"Hi, I’m Dionne and I work in the billing contact centre. I joined the company after being made redundant from my previous job following the impact of Covid 19 and have been working at Welsh Water for just over a year so far.
"The contact centre is usually the first port of call for customers who are looking to discuss their accounts with us. The role is very customer focused and involves speaking with lots of different Welsh Water customers – that could mean individuals or businesses so there’s a lot of variety!
"Some calls can be quite challenging. For example, I may need to speak with customers who are vulnerable or experiencing financial difficulties. We are all about ensuring the best outcome for our customers so it’s an important part of the job to be able to identify a customer’s particular needs when on a call with them so we can offer solutions and find out the best way to support them.
"Doing this often involves working closely with other teams across the business so it’s really important to have a good understanding of all our different departments and what they do. Having that knowledge means I’m able to quickly route calls to other departments who can provide the customer with the specific support they need.
"My job can be very rewarding. It feels especially worthwhile when I’m able to find a solution that helps a customer out. And of course, it’s always nice when they take their time to thank me! I’ve been given some wonderful feedback so far and it’s lovely to hear that you’ve been able to help and make a real difference to someone.
"I enjoy working with my team and look forward to our team meetings each week. Even though lots of us are working remotely we still find time to get together and share our daily experiences. It means we have a chance to help each other out and offer solutions to the different challenges we may have. There's a sense of togetherness which is very comforting. As a team, we’re extremely supportive of one another and always look to help each other out when the going gets a little tough!"
"We work extremely hard to make sure we’re always doing the right thing for our customers and that the contact centre hits its targets. It’s not an easy job – in fact it can be quite challenging as it involves both speed and accuracy as well as excellent time keeping and adherence. But I really enjoy the variety that my role offers – safe to say there will never be a boring day working at Welsh Water!"