Rachel Vincent

Supporter
DISC Type : s

Director of Customer Service at SSE Energy Solutions

United Kingdom

Overview

Rachel Vincent is a senior operational executive with over 30 years of experience leading large, complex customer operations in the Energy, Water, and Digital Media sectors. A graduate of the University of Bedfordshire with an MICM certification, people describe her as supportive, motivating, and talented at driving teams to achieve successful business outcomes.

Outside of her core leadership roles, Rachel shows a significant passion for hands-on fieldwork. She frequently conducts on-site audits and joins her teams in the field, demonstrating a deep commitment to operational excellence, safety standards, and understanding the practical realities of delivering exceptional customer service.

Unique fact: Rachel has direct experience building and leading offshore customer service operations from the ground up in both South Africa and India for British Gas.

Personality Overview

Calm

Thoughtful In Approach

Slow To Decisions

They are good and approachable with everyone, internally and externally.  Their motivation stems from the impact that their decisions can have on the organization.
 They are unlikely to become strong champions as they don't prefer pushing other people.

Topics They Care About

Customer Experience Strategy
Her career history includes setting and leading the customer experience strategy at Rightmove and a focus on delivering "exceptional standards" for clients like United Utilities.
Operational Leadership
A seasoned executive responsible for all aspects of business customer operations, including contact centers, billing, collections, metering, and P&L accountability at major utilities.
Team Engagement
Frequently and publicly praises her team's work and is described in recommendations as being skilled at getting the best from people through support and motivation.

Media Appearances

Rachel has no verified media appearances

Work History

7-2023
Director of Customer Service at SSE Energy Solutions
9-2020 - 7-2023
Contracts Director at M Group Water
8-2018 - 9-2019
Head of Customer Experience at Rightmove
2014 - 7-2018
Head of Customer Service at npower
9-2009 - 2014
Head of Customer Service at British Gas

Education

1991 - 1994
Bachelor of Arts (BA hons) from University of Bedfordshire

More Information

Social Presence :

Prographics :

Exp : 31 Location : United Kingdom Job Level : Mid-senior Designation : Director of Customer Service at SSE Energy Solutions
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Insights For Selling To Rachel

During A Call Or A Meeting

DO's

  • Pause and ask them if they have any questions
  • Use phrases like ‘others say that’, ‘zero risk in’, ‘seen proof of’ etc.
  • If possible, connect them to existing customers

DONT's

  • Don’t keep pushing them for a straight answer, just make your own conclusions
  • Don’t use phrases like ‘there might be’, ‘we haven’t yet’, ‘latest technology’ etc.
  • Don’t don the salesperson avatar, be the friendly advisor instead

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rachel is

  • Low risk, approval of other stakeholders and successful process-based evaluation are most important for them.
  • Will you ever get a clear answer from Rachel

  • They don’t say no very often, and can take you around in circles sometimes.

Insights For Deal Planning

    How fast (or slow) will Rachel move?

  • They do not like to rush, so they could be slow in making decisions.
  • Can Rachel take some risk or not?

  • They are risk-averse and like to make decisions that others support.

You And Rachel

Personality Compatibility


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