Tracey Costley

Inspirer
DISC Type : id

Director of Customer Service at Utility Warehouse

United Kingdom

Overview

Tracey is a Director of Customer Service at Utility Warehouse, with over 20 years of experience in B2C/B2B retail across various sectors. She is known for her leadership in operational transformation and achieving industry-leading customer satisfaction.

She is passionate about creating supportive environments where people can thrive and is described as a servant leader who builds trust and loyalty.

People often call her an exceptional leader, completely focused on delivering positive and caring service.

Personality Overview

Achievment Oriented

Confident & Optimistic

Decisive

They respond well to objective pitches but also attach some value to relationships.  They measure a product on its merit but can be influenced by strong testimonials. They usually prefer to drive the conversation.

Topics They Care About

Operational Transformation
Tracey has an exceptional track record in transformation and leadership, consistently achieving reduced costs and improved satisfaction.
Customer Service Leadership
With over 20 years of experience, she focuses on embedding successful customer service cultures and driving high NPS scores.
Employee Empowerment
She is passionate about creating environments where people can be their best selves and make a difference, leading with integrity and care.

Media Appearances

UW Appoints Tracey Costley as Customer Service Director. Featured in Utility Warehouse (press release)

See Now

Work History

5-2024
Director of Customer Service at Utility Warehouse
7-2022 - 4-2024
Director of Customer Operations at Shell Energy
8-2021 - 3-2022
Director Service Improvement & Change at UK Health Security Agency
1-2020 - 4-2021
Customer Care & Complaints Director at OVO
8-2003 - 1-2020
Head of Customer Service at SSE plc

Education

1995 - 1998
Fpc from Croydon College

More Information

Social Presence :

Prographics :

Exp : 37 Location : United Kingdom Job Level : Mid-senior Designation : Director of Customer Service at Utility Warehouse
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Insights For Selling To Tracey

During A Call Or A Meeting

DO's

  • Refer to testimonials from well known people to highlight the value of your product
  • Look like someone who is on top of their game
  • Focus on the big picture and the strategic value of your product

DONT's

  • Don’t keep repeating the same information, it could make them impatient
  • Don't be unorganized, be prepared for the pitch
  • Don’t be too verbose or overly friendly; a little bit, however, is fine

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Tracey is

  • Product value plays a big role, followed by relationship and a sense of achievement.
  • Will you ever get a clear answer from Tracey

  • If they do not firmly believe in you, they will refuse without hesitation.

Insights For Deal Planning

    How fast (or slow) will Tracey move?

  • They can take fast decisions if they develop conviction in the product and find you trustworthy.
  • Can Tracey take some risk or not?

  • They have the capability of taking risky decisions if necessary.

You And Tracey

Personality Compatibility


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