Amanda Frost

Supporter
DISC Type : s

Head of Complaints Transformation at Thames Water

Bishopbriggs, Scotland, United Kingdom

Overview

Amanda is an experienced transformation leader, currently the Head of Complaints Transformation at Thames Water. With a background including senior program management roles at BT and a Masters in Sociology from the University of Glasgow, she specializes in improving service delivery. People who have worked with her describe her as objective, proactive, and effective.

Outside of her professional life, Amanda shows an interest in cycling, as indicated by her social media activity. Her academic background in sociology suggests a potential interest in understanding people and social dynamics, which aligns with recommendations that call her a "great peoples person. "

After more than a decade driving transformation at BT, she has pivoted to apply her expertise to the water utility industry.

Personality Overview

Social Proof Driven

Procedural

Thoughtful In Approach

They are unlikely to become strong champions as they don't prefer pushing other people.  They usually go by the book, following all rules and procedures. They maintain good relationships with everyone, internally and externally.

Topics They Care About

Customer Experience
Her current role as Head of Complaints Transformation at Thames Water is focused on transforming the customer experience.
Business Transformation
This is a core theme throughout her career, holding multiple business transformation and program manager roles at BT.
Performance Improvement
This is listed as a key skill and is central to her work in transforming business processes and service delivery.

Media Appearances

Amanda has no verified media appearances

Work History

10-2024
Head of Complaints Transformation at Thames Water
4-2021 - 10-2024
Senior Demand Planner at Thames Water
4-2019 - 10-2020
Senior Manager, Service Enablement Office at BT
11-2015 - 4-2019
Business Transformation Programme Manager at BT
10-2013 - 3-2016
BT Group Billing and Collections - Programme Manager at BT

Education

1994 - 1998
Master of Arts (M.A.) from University of Glasgow
1992 - 1994
Education details unavailable from Newcastle college

More Information

Social Presence :

Prographics :

Exp : 12 Location : Bishopbriggs, Scotland, United Kingdom Job Level : Mid-senior Designation : Head of Complaints Transformation at Thames Water
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Insights For Selling To Amanda

During A Call Or A Meeting

DO's

  • Focus your pitch on the impact that you could help them have on their organization
  • Talk about refund and cancellation policy if the need arises
  • Use phrases like ‘others say that’, ‘zero risk in’, ‘seen proof of’ etc.

DONT's

  • Don’t use phrases like ‘there might be’, ‘we haven’t yet’, ‘latest technology’ etc.
  • Don’t rush them to make quick decisions
  • Avoid saying anything that sounds like a risky proposition

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Amanda is

  • Low risk, approval of other stakeholders and successful process-based evaluation are most important for them.
  • Will you ever get a clear answer from Amanda

  • They don’t say no very often, and can take you around in circles sometimes.

Insights For Deal Planning

    How fast (or slow) will Amanda move?

  • They do not like to rush, so they could be slow in making decisions.
  • Can Amanda take some risk or not?

  • They have little risk-appetite and prefer to take decisions that others support.

You And Amanda

Personality Compatibility


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