Lesley Horn

Galvanizer
DISC Type : Id

Customer Care and Resolution Manager at South West Water

Greater Exeter Area, United Kingdom

Overview

Lesley Horn is a dedicated leader with over 20 years of experience at South West Water, currently serving as the Customer Care and Resolution Manager. She specializes in managing diverse, multi-channel teams to deliver high-quality service and support. Lesley holds a Bachelor of Arts from the University of Gloucestershire.

Lesley is passionate about continuous improvement and professional development, providing structured training to enhance service delivery and employee engagement. Her interests suggest a focus on staying current with global business management trends and transformation strategies to meet evolving customer needs and organizational goals.

She has been with South West Water for more than two decades, progressing through multiple management roles.

Personality Overview

People-Oriented

Persuader

Socially Adept

They will fight for you if they come to believe in you.  They do not mind taking risks and can make hard decisions, if necessary. They are charming and have the ability to align others behind their decisions.

Topics They Care About

Customer Financial Support
Frequently quoted discussing the importance of helping customers manage bills through flexible payment plans, support tariffs, and tailored financial assistance.
Team Leadership
Leads diverse teams across multiple locations, including office, remote, field-based, and offshore staff, to provide seamless and efficient customer service.
Community Engagement
Her teams actively engage with customers face-to-face through door-to-door visits and presence at community hubs to provide direct support and advice.

Media Appearances

Lesley has no verified media appearances

Work History

8-2021
Customer Care and Resolution Manager at South West Water
4-2015 - 8-2021
Customer Experience Manager at South West Water
6-2011 - 4-2015
Process Improvemnet Manger at South West Water

Education

1994 - 1997
Bachelor of Arts - BA Hons from University of Gloucestershire

More Information

Social Presence :

Prographics :

Exp : 14 Location : Greater Exeter Area, United Kingdom Job Level : Middle Designation : Customer Care and Resolution Manager at South West Water
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Insights For Selling To Lesley

During A Call Or A Meeting

DO's

  • Take a friendly, informal yet confident approach while pitching
  • Focus on building a relationship, it can play a key role in their decision making
  • Talk about other customers and how they have derived value from your product

DONT's

  • Do not look like someone who doesn’t know what they are talking about
  • Don’t be excessively objective, focus on building a story first
  • Do not come across as negative or non-supportive, work with them as a partner

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lesley is

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

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Lesley move?

  • They can reach decisions quickly if they develop trust and confidence in the product.
  • Can Lesley take some risk or not?

  • They can take risks if necessary.

You And Lesley

Personality Compatibility


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