Debbie Cloke
Connections Engagement Coordinator @SSE plc
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WORK HISTORY
Connections Engagement Coordinator @SSE plc
My role includes the coordination of information that is collated from our stakeholders and customers. This could be feedback about their connection experience or ideas to improve our customer service process. It is vital that we engage with our customers and the Incentive on Connections Engagement (ICE) initiative introduced by Ofgem has implemented this process. We and the other DNO\'s have to submit a yearly submission to Ofgem. The submission includes our \'looking forward\' commitments and it is my role to analyse and manage the information/feedback that we receive. We also look back and highlight how we\'ve performed in the previous year - focussing on the improvements we\'ve made to the connection process and how we can further improve. I also organise monthly \'Connections Surgeries\' and manage, arrange and coordinate the stakeholder events and workshops we regularly host for our customers. I liaise with both external and internal customers and provide a point of contact for the ICE team. Newsletters, updates and social media posts provide important information to our customers and I produce these on a regular basis as well as keeping the \'Connections\' page on the SSEN website up to date. Probably more important than anything is regular communication with customers and I am always keen for open discussion - through meetings, emails and \'phone calls.I maintain the ICE mailbox and update the ICE database as well as working closely with the Commercial team.
EDUCATION
Richard Taunton Sixth Form College
'A' Level in Sociology and English. Secretarial qualifications achievement to RSA and Pitman
ABOUT DEBBIE CLOKE
Engagement Coordinator
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