Laura Frost

Trailblazer
DISC Type : DI

Customer Relations and Care Centre Manager at Anglian Water Services

United Kingdom

Overview

A senior customer service and operations leader with over 20 years of experience in regulated utilities. She specializes in managing complex, multi-channel service operations, including in-house contact centers and outsourced BPO partners, with a focus on customer outcomes and commercial delivery at Anglian Water Services.

She has spent six years managing offshore and outsourced service partners, holding suppliers accountable against SLAs, KPIs, customer experience, and cost targets.

Personality Overview

Persuasive

Charismatic

Values Relationships

They prefer to ensure that they are in control of the situation.  They are charming and can persuade others to support their decisions. They will bat for you if they come to believe in you.

Topics They Care About

BPO Service Delivery
Manages both in-house and outsourced BPO partners, holding them accountable for SLAs, KPIs, customer experience, and overall commercial delivery.
Regulated Environments
Her career is centered on leading customer service within highly regulated sectors, specifically within the water utility industry.
Customer Outcomes
Holds full accountability for customer outcomes, managing everything from initial contact and billing support to complaints and escalations.

Media Appearances

Laura has no verified media appearances

Work History

4-2019
Customer Relations and Care Centre Manager at Anglian Water Services
9-2006
Customer Relations Manager at Anglian Water Services

Education

Education details unavailable from Lincoln College gb

More Information

Social Presence :

Prographics :

Exp : 19 Location : United Kingdom Job Level : Middle Designation : Customer Relations and Care Centre Manager at Anglian Water Services
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Insights For Selling To Laura

During A Call Or A Meeting

DO's

  • Build a trustworthy relationship while keeping the product center-stage
  • Display high self-confidence and expect them to have a strong personality.
  • Use phrases like ‘your decision will’, ‘you will impact’ etc.

DONT's

  • Do not look like someone who doesn’t know what they are talking about
  • Avoid unnecessary negativity or slowness
  • Don’t force involvement of other stakeholders unless it is critical

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Laura is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Laura

  • If they are not convinced, they will say no though in a friendly way.

Insights For Deal Planning

    How fast (or slow) will Laura move?

  • They can make decisions quickly if they develop trust in you and conviction in the product.
  • Can Laura take some risk or not?

  • If necessary, they will be ready to take risks.

You And Laura

Personality Compatibility


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