Meet Jacqui and Sian from the customer experience team
The customer experience team gives customers the opportunity to share their thoughts, experiences, and suggestions about Connexus. These ideas are one way in which the organisation can learn about the priorities of those who live in local communities and improve its services to customers.
The team is led by Jacqui Gears who oversees customer experience and complaints, which gives her a rounded understanding of the feedback the organisation is receiving – both good and bad.
“My roles have always been linked to customer service and using feedback to improve services,” Jacqui says.
“I’m a big believer in treating people the way you wish to be treated and try to look at a situation and think, how would I feel if someone in my family was receiving that service? This is what I promote to my team and other colleagues.
“Active listening with an open mind and genuinely hearing what people have to say” is key to Jacqui’s approach, making sure “customers have the opportunities to really say what is important, and know that people are here and willing to listen.”
Jacqui’s determination extends beyond her role at Connexus. A volunteer at a local running club, Jacqui is an avid trail runner and regularly takes part in marathons and ultra-marathons. To bring peace to to her home life Jacqui enjoys spending time relaxing with her husband and dog Max, who she admits “pretty much rules our lives, but we wouldn’t want it any other way.”
Supporting Jacqui on the customer experience side is customer experience officer Sian Davies, who joined Connexus in March after working for different organisations over the past 28 years. Sian has experience in enhancing policies and procedures, as well as supporting teams and individuals at different levels, and is keen to bring those skills to bear at Connexus - working with customers and developing services. Sian believes challenges early in her life also make the role a natural fit.
Sian says: “I can really relate to some of the support services we offer, having been a young homeless person in the past, becoming vulnerable and relying on support from agencies. It’s great to be involved with an organisation who helps in these areas too, as well as providing homes in our local area.
“I’m from Liverpool originally but have lived in the area for 23 years. I’ve always enjoyed chatting to people, which is good, as it’s my role to talk to and listen to our customers’ thoughts and feedback. Working with Jacqui and other teams around the business then allows me to champion what I hear and help make change happen,” she adds.
“I’m currently trying to get out and about to meet as many people as I can, so hopefully my face will become a little more familiar soon.”
Outside of work Sian teaches Zumba and lives locally with her two children aged four and 12.
If you would like to talk to Sian or Jacqui about getting involved with Connexus, please call 03332 31 32 33 and ask to speak to the customer experience team. You can also learn more by visiting the be involved page of this website. Opportunities range from focus groups and consultations, having a say in surveys or even becoming part of our resident scrutiny team.