Susan Emms
Login to view DISC.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.
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