Meet Clare, Smart and CRM Transformation Operational Lead

What does a usual day at work look like for you?

A mad rush in the morning to get the kids to nursery and school and then into work! I tend to have a lot of meetings and workshops at the moment as the CRM team. I still like to pop down to Customer Service a couple of times a week to say hello to everyone.

What makes you smile at work?

I enjoy working with others to find solutions to problems which ultimately make our jobs easier and improves service for customers. However, the best bit of my job is the people I work with. I know that everyone wants to do what is best for our colleagues and customers and that makes Portsmouth Water a great place to work.

What led you to your role at Portsmouth Water?

I had finished college and remember the advert saying under 25's would be needed to complete an NVQ in customer service. The opportunity to continue learning whilst earning a wage was really appealing. I have been very lucky in some of the experiences I have had whilst at Portsmouth Water. I went on a tall sailing ship, sailing from Wales, over to Ireland, finishing in Glasgow and flying home by myself to Southampton which massively pushed me out of my comfort zone and once the sea sickness passed, I had a great time. I have attended many Institute of Water conferences and events which are great opportunities to network and broaden your understanding of the water industry. I have also completed a number of qualifications whilst working at Portsmouth Water - NVQ's, HNC, Level 5 Diploma and a Degree. I feel very grateful for the investment Portsmouth Water has made in me.

What makes your job different?

I enjoy doing my best to give the Customer Services Team the tools they need to deliver exceptional customer service. I like the challenge of doing this in a regulated industry where other pressures are placed on the business. My role also offers me the opportunity to shape the working environment in Customer Service and I enjoy working with the team to put in place new initiatives, and new ways to show the team how much we value them - I really believe our people are our biggest asset.

What advice would you give to someone considering a career with Portsmouth Water?

Take every opportunity given to you - whether it’s a course or qualification, attending an Industry event or something else that really takes you out of your comfort zone. For me these experiences helped shape and influence my career.

What is your most memorable project at Portsmouth Water?

I think for me it was enabling everyone in the team to work from home during covid - the business was not 100% prepared for Working From Home but everyone came together and we did it! The team did a great job looking out for each other and all the while continued to deliver excellent service to our customers.