What makes an award winning contact centre leader? Julie Mordue, Client Relationship Manager at NRG went to visit Dawn Mordey in Sky Newcastle, Winner of last year’s North East Contact Centre Awards ‘Inspirational Leader’ to find out…
Dawn’s contact centre career started in 2000 as a frontline customer service advisor, which at the time was viewed as being a ‘stop gap’. Dawn quickly got what she calls the ‘Contact Centre Bug’ and her passion for delivering great customer service and natural ability to coach and develop others saw her rapidly progress to team manager.
Four years ago, Dawn joined the Sky Newcastle team as Customer Experience Leader, managing a team of 15 customer service advisors. Dawn made an immediate impact to the business, her team consistently one of the top performing on site for NPS, customer service metrics and people engagement scores.
Dawn talks about how she actively builds a culture of trust within her team, empowering advisors through regular coaching sessions to do what they believe is right for their customers, encouraging them to put themselves into their customer’s shoes. She is an ambassador for Sky’s Shine recognition scheme and uses this regularly to bring to life individual achievements to give positive reinforcement of great behaviours and embed these for sustainability.
“I always promote Shine nominations for my team members to ensure they have the chance to win a monthly prize and ultimately the potential of attending the prestigious annual Shine Awards. In 2016 3 of my team members were invited to attend, I get great satisfaction from seeing their achievements recognised across Sky.”
“Playing to strengths I actively nurture and develop my team and have been proud to see Joe secure a permanent Customer Experience Leader position, Rachel a step up advisor, covering a team and continuing to go from strength to strength, Lewis is now a subject matter expert supporting our new agents in grad bay and Nick and Stacey have become technical experts supporting our agents in their role of Jedi.”
Dawn adds “My own development is key, if I don’t continue to stretch and develop myself and master new techniques I’m not only limiting my own performance but that of my team. To win ‘Inspirational Leader’ was an extremely proud moment not only for me, but for my team and the whole Newcastle site and I received a personal note of congratulations from the Customer Service Director.”
“I would like to see more of my colleagues recognised at these prestigious awards as we have many examples of fantastic role models at Sky Newcastle and I will be delighted to support them through the nomination process.”
Brian Harvey, Operations Manager and Dawn’s immediate line manager says ‘Dawn is a real ‘‘go to’ person regularly sought out by the leadership team, peers and advisors, often referred to as the ‘moral compass’ and sounding board, ensuring we are doing the right thing for the business, our customers and our people. Her people centric approach and ability to build relationships is what makes her a truly Inspirational Leader.”
Nicky Thackray, Head of Customer Service adds “Dawn is an exceptional people leader, she goes above and beyond to invest time in getting to know each of her team members, in and out of their role, and builds solid relationships so that they want to do a good job for her. The leadership team regularly task Dawn with additional projects and initiatives to which she brings humility and the human element, respecting the requirements and needs of the business whilst ensuring it makes sense to the advisors and our customers.”