Susan Emms

Questioner
DISC Type : c

Head of Customer Service at NWG (Northumbrian Water Group)

United Kingdom

Overview

Susan Emms is a customer service leader with over 20 years of experience, primarily in the energy and water industries. At Northumbrian Water Group (NWG), she has held roles including Head of Customer Service and now leads Customer Service Billing, with a background in smart metering operational preparedness.

Susan is passionate about leading teams to deliver exceptional customer service and improve operational effectiveness. She values creating innovative solutions through collaboration and enjoys working with great people to achieve common goals.

She successfully delivered a 31-point swing in Net Promoter Score (NPS) by focusing on customer satisfaction.

Personality Overview

Cautious & Analytical

Value Seeker

Not Easily Convinced

They generally do not appreciate an overfriendly approach and prefer to stay to-the-point.  It is quite likely of them to ask for pricing or other concessions. While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters.

Topics They Care About

Customer Experience
Her career has focused on improving customer service, evidenced by leading a team to achieve a 31-point swing in NPS and her current role as Head of Customer Service.
Operational Efficiency
Continuously reviews how to improve service, operational effectiveness, and cost benefits without detracting from the customer experience.
Smart Metering
Previously served as the Smart Customer Operations & Billing Workstream Lead at NWG, indicating deep experience in smart meter implementation and operations.

Media Appearances

Susan has no verified media appearances

Work History

11-2022
Head of Customer Service at NWG (Northumbrian Water Group)
11-2021 - 11-2022
Smart Customer Operations & Billing Workstream Lead at NWG (Northumbrian Water Group)
1-2013 - 11-2021
Service Manager at RWE npower

Education

Susan has no verified education history

More Information

Social Presence :

Prographics :

Exp : 13 Location : United Kingdom Job Level : Mid-senior Designation : Head of Customer Service at NWG (Northumbrian Water Group)
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Insights For Selling To Susan

During A Call Or A Meeting

DO's

  • Emphasize on objective proof of ROI, help them do a thorough evaluation
  • Back up any claims with data and numbers
  • Tell them that you will come back if you don’t have a good answer for a question

DONT's

  • Don’t overhype the product/pitch, keep it measured
  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Susan is

  • Ensuring that the product delivers ROI, cost-effective pricing and process compliance are very important for them.
  • Will you ever get a clear answer from Susan

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Susan move?

  • If they have the information that they need, they can move fast at making their decisions.
  • Can Susan take some risk or not?

  • They can take risk if they are convinced that they have analyzed the circumstances well.


You And Susan

Personality Compatibility


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