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The gatekeeper of a programme aimed at putting JT’s customers 'at the heart of every conversation' has been shortlisted for her leadership at the International Customer Service Awards.
Tamara O Brien, JT’s Group Head of Customer Experience, has been named as one of the six finalists in the Customer Experience Leader category of the awards, which will be announced at a ceremony in Amsterdam on 21 November.
Ms O Brien led a campaign across all of JT’s offices to reshape the customer experience for customers and support that experience with digital technology like the exclusive JT App. This instigated a company-wide training initiative, based around JT’s own customer feedback and insight - so that every one of JT’s people 'understood the value of real customer loyalty and satisfaction and became ambassadors for a brand they believed in'.
“Over the last few years, JT has been on a journey to transform itself from a local telecoms provider to a world class communications brand. Our purpose is to connect our islands and our customers to their future, and it is crucial for us to bring our people and our customers with us.
"On a personal level, I am honoured to have been named as a finalist however it’s the hard work and commitment of all our teams, across the company, that has got us here. We empowered our people to believe in themselves and show them the vital role each one plays in supporting our customers. Our goal was to shift our culture in every area of the business so that the first question on everyone’s mind, no matter what their job, was and remains, ‘how will our customers feel about this’. On a simple level my role is to represent the voice of our customers across everything we do; be it a new live chat app to make life easier for customers to get help, a new roaming service designed to give customers more freedom when travelling, or creation of our customer panel ‘JT Voice’ giving our own customers input to how we provide our services and products.”
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