PHS strengthens customer experience team

Sunderland-based heating and renewables company PHS has expanded its customer experience team with a series of appointments and promotions following a number of new contract wins across the region.

The appointments support both PHS and 0800 Repair – part of PHS Home Solutions – as the businesses continue to grow their delivery of heating, maintenance, retrofit and home improvement works on behalf of housing associations and local authorities.

Michelle Johnson has been promoted to customer experience manager and will lead a team of four customer experience advisers supporting residents before, during and after works are completed in their homes. 

Having joined the company last year, Michelle has already worked closely with Gentoo customers on projects including kitchen and bathroom upgrades, full electrical rewires and wider home improvement schemes.

In addition, Julie Hewitson, Julie Blenkinsop and Beverley Little have joined PHS as customer experience advisers, while Soobia Akhtar has also been promoted into the team after two years supporting 0800’s boiler and insulation operations.

PHS said the investment reflects its ongoing commitment to customer engagement and community support, ensuring residents receive clear communication and dedicated support throughout projects delivered by both PHS and 0800 Repair.

Lisa Coverdale, head of customer experience at PHS, said: “Customers are at the heart of everything we do here at PHS and 0800 and this is the first time we’ve built a dedicated team, so it was incredibly important to bring in the right people with the right skills, experience and knowledge to be able to deliver the service our customers and clients expect.

“That, together with internal promotions for Michelle and Soobia demonstrates that we are investing in our team to support our growth aspirations and to support the delivery of new contract award wins.

“Due to the nature of the works we deliver, it can cause distress and upheaval so our team are there to help and support them to prepare for the works that will be undertaken, ensure they have all of the information to keep them safe and answer any questions they may have. I’m looking forward to working with the team. 

“This is a really exciting time for PHS and 0800.”

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