Leanne Joins Echo as Customer Service Lead for South Staffs Water and Cambridge Water
In an exciting new role, Leanne has been appointed as the lead for customer service delivery at Echo for two of their long-standing clients, South Staffs Water and Cambridge Water. With a team of customer service advisors, team leaders, and managers under her guidance, Leanne will ensure that over 1.6 million customers across the Midlands and East Anglia receive top-quality service.
Bringing over 15 years of experience in customer service and contact centre management from LV=, Leanne’s appointment highlights Echo’s dedication to supporting their clients’ customer service goals. This is especially important as the water sector moves towards an innovative new asset management plan. Leanne’s expertise in innovation and process streamlining aligns perfectly with this vision.
Leanne’s arrival comes at a crucial time for the UK water sector, where rising living costs and declining customer satisfaction levels make excellent customer service a top priority.
Expressing her thoughts on her new role, Leanne said, “I am joining Echo at an important time for both the company and the water industry as a whole. Echo has a strong reputation for delivering effective customer service and innovative solutions, and I hope to bring some of my own expertise to maximize its potential. I have always been passionate about developing people and creating a culture of continuous improvement, elements I believe are integral to achieving customer satisfaction and loyalty.”
Rachael Merrell, customer service director at Echo Managed Services, praised Leanne’s skillset and shared her excitement about the future. “Leanne’s skillset is perfectly aligned with Echo’s vision of putting customers at the heart of everything we do. Going forward, Leanne will be instrumental in ensuring that we maintain our high standards of service delivery and drive further enhancements to our Walsall operation.”
Echo’s South Staffs Water and Cambridge Water customer service team has proudly held the Institute of Customer Service’s prestigious kite mark of service quality, ServiceMark, for the past four years. Continuously adapting to meet changing customer expectations, sector challenges, and client priorities, the team remains committed to providing exceptional service.