Company: Wessex Water
Job title: Director of customer policy and engagement
Sue joined Wessex Water in 1988 and has extensive knowledge of the water industry including regulation, policy and customer service.
Appointed as Director of Customer Policy and Engagement in August 2016, Sue is responsible for all aspects of customer experience, customer and social policy, consumer and stakeholder engagement as well as customer participation and behaviour change.
Sue is particularly interested in consumer vulnerability and affordability and developed Wessex Water’s tap programme. She works closely with debt advice agencies and other customer advice organisations across the Wessex region to raise awareness and increase take-up of Wessex Water’s support schemes. She supported CCW on the affordability review and sits on the development group for the proposed single social tariff.
Sue sits on a number of national water industry policy groups, is a Trustee on the Board of Bath and North East Somerset Citizens Advice and Chair of the Board of Resolving Water Disputes Ltd.
Workshop: delivering exceptional customer experiences post-pandemic 12:05 pm
What is the impact of the pandemic on customer journeys and behaviours? How can you create seamless transitions across online and offline to build customer confidence? Working in a hybrid world: How can we ensure customer centric cultures during a new working world? Case Study: Innovative Covid recovery and support for customers in difficulty Read more
day: 17 March