Rachel Hunter

Initiator
DISC Type : Di

Head of Frontline Customer Service & Complaints at Thames Water

United Kingdom

Overview

Rachel is a senior leader with a 20-year career in the outsourced contact centre industry, specializing in customer experience and business transformation. Currently the Head of Frontline Customer Service & Complaints at Thames Water, she excels at identifying operational inefficiencies and leading teams to deliver high-quality service across diverse industries.

Rachel took a career break for full-time parenting, describing the role as a "Domestic Engineer and Household Manager. " She focused on raising her son, an experience she credits with honing her skills in multitasking, crisis management, and deadline enforcement in a dynamic and demanding environment.

She humorously described her young son as a “tenacious but often disruptive ‘employee’ who hates to hear the word no. ”

Personality Overview

Risk-Accepting

Confident

Conviction Driven

They respond well to objective pitches but also attach some value to relationships.  They don’t mind taking a stand if they believe in something. They usually prefer to drive the conversation.

Topics They Care About

Customer Focus
Her profile and posts consistently emphasize the importance of caring about customers and a focus on doing the right thing to improve service.
Team Leadership
States she loves leading, mentoring, and coaching. Her posts frequently express pride in the passionate, caring, and customer-focused teams she leads.
Operational Transformation
Specializes in understanding nuanced operational differences between industries to identify costly inefficiencies and implement best practices for positive change.

Media Appearances

Rachel has no verified media appearances

Work History

4-2022
Head of Frontline Customer Service & Complaints at Thames Water
1-2020 - 3-2022
Full-time parenting at Career Break
6-2017 - 4-2020
Contact Centre Head of Delivery at CPM UK
1-2015 - 6-2017
Head of Contact Centre Operations at Arvato UK
4-2014 - 1-2015
Head of Quality and Performance Improvement at Arvato UK

Education

Education details unavailable from Liverpool Hope University

More Information

Social Presence :

Prographics :

Exp : 20 Location : United Kingdom Job Level : Mid-senior Designation : Head of Frontline Customer Service & Complaints at Thames Water
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Insights For Selling To Rachel

During A Call Or A Meeting

DO's

  • Keep your pitch focused on the impact but insert some anecdotes into it
  • Clearly address the competitive aspects
  • Refer to testimonials from well known people to highlight the value of your product

DONT's

  • Don't be unorganized, be prepared for the pitch
  • Don’t be very informal even if they are being so themselves
  • 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 Rachel is

  • Belief in the value of the product, relationship and a sense of accomplishment matter the most.
  • Will you ever get a clear answer from Rachel

  • They are not shy of saying no if they do not develop trust in your product.

Insights For Deal Planning

    How fast (or slow) will Rachel move?

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

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

You And Rachel

Personality Compatibility


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