Kirsty Webster

Energizer
DISC Type : I

Customer Service Manager at British Gas

Edinburgh, Scotland, United Kingdom

Overview

Kirsty is an inspirational leader with over 21 years of experience at British Gas, specializing in customer service operations and quality assurance. She has a proven record of creating high-performing teams of up to 100 members and is also a certified NLP Diploma holder. People often describe her as commercial, driven, and customer-centric.

Her core passion is centered around people and customers, which is consistently reflected in her achievement of the highest employee engagement results year after year. This focus highlights a deep commitment to fostering positive environments and ensuring both employee and customer satisfaction are at the forefront of her work.

Unique fact: Kirsty holds a Neuro-Linguistic Programming (NLP) Diploma, applying these skills to enhance team performance and communication.

Personality Overview

Informal

Believer

Imaginative

They are really good at seeing what the long-term impacts of their decisions could be.  They are not always early adopters but can be pursuaded by leveraging strong relationships. They are always positive and upbeat, so take their promises with a pinch of salt.

Topics They Care About

Employee Engagement
Consistently achieves the highest employee engagement results year on year, reflecting a deep passion for people-focused leadership.
Customer Experience
Has extensive experience managing all aspects of the customer journey, from service and quality assurance to complaints operations, driven by a passion for customers.
Operational Leadership
Responsible for large teams (100 FTE), managing all KPIs, and reporting directly to the Head of Site, demonstrating strong operational control and efficiency.

Media Appearances

Kirsty has no verified media appearances

Work History

3-2019
Customer Service Manager at British Gas
9-2018 - 2-2019
Winter Business Readiness Manager at British Gas
3-2017 - 9-2018
Customer Service Manager (Energy) at British Gas
1-2016 - 3-2017
Complaints Operations Manager at British Gas
5-2015 - 12-2015
Recruitment Coordinator at British Gas

Education

1989 - 1993
Education details unavailable from Armadale Academy

More Information

Social Presence :

Prographics :

Exp : 28 Location : Edinburgh, Scotland, United Kingdom Job Level : Middle Designation : Customer Service Manager at British Gas
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Insights For Selling To Kirsty

During A Call Or A Meeting

DO's

  • Use adjectives like ‘amazing’, ‘coolest’, ‘unbelievable’ etc.
  • Use phrases like ‘people will love’, ‘massive impact’ etc.
  • Do some small talk, ask them how things are going on their side

DONT's

  • Avoid ifs and buts, don’t talk too much about the risks etc.
  • Don’t assume a yes just because they have not said no
  • Don’t push them to make a decision too fast, let them get comfortable first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Kirsty is

  • Relationship and rapport can play an important role, sometimes more than the other factors.
  • Will you ever get a clear answer from Kirsty

  • They will probably never say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Kirsty move?

  • They are not the quickest decision makers, their friendly attitude could be misleading.
  • Can Kirsty take some risk or not?

  • They may take certain risks that they deem unlikely of personal repercussions.

You And Kirsty

Personality Compatibility


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