The gatekeeper of a programme to put 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 2019.
Tamara led a campaign across all of JT’s offices to reshape the customer experience for JT customers and support that experience with pioneering digital technology like the 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.”
Tamara was instrumental in the development and delivery to JT’s 600+ employees of the company’s first customer experience strategy. She built a dedicated, specially-trained Central Customer Experience team which understands both customer behaviour and the importance community engagement plays in JT’s culture. Customer experience training is now an essential part of every employee’s induction, probation and renumeration and is supported at all levels of the business.
Now in its second year, the International Customer Experience Awards recognise inspiring organisations which are delivering an outstanding customer experience across the world.