Project of the Year

Come and meet a team who have shown that test and learn really can achieve best practice results. The team at Student Loans Company have built an entirely new Quality Model based on advisor and customer feedback that has changed their organisations customer experience for the better

William Currie has been with the Student Loans Company for close to 5 years now. He started on the phones as an advisor, moving on to administer the knowledge management system as well as becoming a developing team manager. This has allowed him to gain experience and view SLC customer service values from different perspectives. Williams progressed to a more senior role as a Quality and Knowledge Coaching Specialist, becoming responsible for coaching and developing a wide range of people from advisors, team managers, operations managers and even CCMs across 2 sites and 2 countries, Scotland and Wales. SLC identified that their QA model and the way it was viewed became a little stagnant after being entrenched for 7 years, so undertook a project to completely refurbish it and put the customer at the heart of what we do. William was directly involved in gathering employee and customer feedback about what they value the most from customer service, and from all the insight gained SLC created a new model which was much more customer focused. The project lasted for a year and was launched successfully in April. William’s responsibility now is the continued development and understanding of this with the SLC management teams.

Lee Mitchell has been with SLC for 7 years, 5 of which were spent within the QA team. It was his time in the team that ignited his passion for customer service and also a desire to help others develop their own skills, ensuring the customer is at the heart of what they do. Over the years Lee gained a wealth of knowledge about the business as well as areas he knew could benefit from change. In the last 2 years Lee has been in a more senior role as a Coaching Specialist. This role allows him to directly impact the way that they approach customer service as well as challenge the ‘norm’ to promote change for the better. His passion lies with helping others reach and realise their potential, empowering staff to provide a service they can be proud of and keep this a constant. Lee was directly involved with the SLC ‘Challenge’ this year where he championed change and helped spearhead a new call handling model. This model places the customer at the centre of what SLC do and empowers their people to go that extra mile when previously this may not have always been possible.