Katie Fawcett

Inspirer
DISC Type : id

Head of Customer Operations at British Gas

Clitheroe, England, United Kingdom

Overview

An experienced service operations leader with over a decade in contact centre environments, Katie is the Head of Customer Operations at British Gas. She excels in people leadership, process optimisation, and team development, leveraging her education in Law from Hopwood Hall College to inform her approach.

Katie is passionate about creating supportive environments, both at work and in the community. She has a personal appreciation for initiatives that support working carers, highlighting the importance of empathy and genuine care within a corporate structure.

Unique Fact: She gets genuinely excited about energy-saving initiatives, cheerfully taking on extra loads of laundry during peak-save events.

Personality Overview

Fast Adopter

Achievment Oriented

Generous

They don’t mind taking a stand if they believe in something.  They measure a product on its merit but can be influenced by strong testimonials. They respond well to objective pitches but also attach some value to relationships.

Topics They Care About

Customer Operations
As Head of Customer Operations, she is focused on ensuring high-quality service delivery and optimizing processes within the contact centre environment.
Team Development
She identifies developing others and leading people as key skills and a core part of her management philosophy, with extensive experience in building team capabilities.
Supporting Carers
Expressed strong personal pride and appreciation for company policies that support employees who are also caring for loved ones.

Media Appearances

Katie has no verified media appearances

Work History

1-2024
Head of Customer Operations at British Gas
7-2023 - 12-2023
Head of Billing Operations at British Gas
11-2021 - 7-2023
Sales and Billing Integrity Section Manager at United Utilities
2-2021 - 11-2021
Billing Operations Specialist at Vodafone
7-2017 - 2-2021
Consumer Care Manager at Vodafone

Education

Law from Hopwood Hall College

More Information

Social Presence :

Prographics :

Exp : 10 Location : Clitheroe, England, United Kingdom Job Level : Mid-senior Designation : Head of Customer Operations at British Gas
URL has been copied!

Insights For Selling To Katie

During A Call Or A Meeting

DO's

  • Refer to testimonials from well known people to highlight the value of your product
  • Acknowledge their status and position during the conversation
  • Keep your pitch focused on the impact but insert some anecdotes into it

DONT's

  • Don't be unorganized, be prepared for the pitch
  • Avoid focusing only on the product or its ROI, keep building trust subtly
  • Don’t keep repeating the same information, it could make them impatient

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Katie is

  • Product value plays a big role, followed by relationship and a sense of achievement.
  • Will you ever get a clear answer from Katie

  • If they do not firmly believe in you, they will refuse without hesitation.

Insights For Deal Planning

    How fast (or slow) will Katie move?

  • If they develop confidence in your product and you, then they can make fast decisions.
  • Can Katie take some risk or not?

  • If necessary, they have the ability to take risky decisions.

You And Katie

Personality Compatibility


Other British Gas Employees

Explore more public profiles from related professionals at the same organization.

More Profiles

Discover additional public profiles from our index.

Search more profiles

Looking for someone else? Search here for anyone.

Or visit Humantic AI to know more.