Tracey Price
Customer Vulnerability Community Manager
Your full name and job title:
Tracey Price, Customer Vulnerability Community Manager
Tell us a little bit about you:
I live at home with my husband who is a retired Policeman and two (grown up) children. My son works for the NHS and my daughter now also works for Welsh Water. When we can, my husband and I love holidaying in our touring caravan across the UK.
What’s a typical day at work for you?
Much of my day is spent on identifying opportunities for promoting Welsh Water’s affordability offerings for customers in vulnerable circumstances. Fostering new relationships and maintaining existing contacts with trusted partners, such as Housing Associations, Debt Advice Agencies, Charitable organisation etc. which enables them to offer their clients cheaper water bills or safeguarding services through our Priority Services Register.
What do you think makes you good at your job?
Cultivating good working relationship through collaboration and integrity. These relationships are largely based on trust. I am able to build healthy and professional relations which addresses and resolves any issues and one which encourages and promotes a positive outlook for the company.
Tell us about your proudest achievement at work:
I am so fortunate to be in a position where I have actually seen the difference we can make to our customers. A simple tariff application to create disposable income or applying a debt scheme to relieve burden of arrears can have a huge impact on people’s well-being and financial situation.
The one occasion that really sticks in my mind, is when I met a lady at an event. During our conversation, she told me how she’d ended up in a wheel-chair. She was a victim of domestic abuse who sought refuge. She receives round the clock support for a wide range of needs, she is a recovering alcoholic and self-harms. I won’t go into any more detail that that, but this meeting had a profound affect on me. I almost felt inadequate in offering our support services. You could have thought I’d given her £1,000, she was so so grateful. She said that I was helping her recovery.