Why did you join Echo?
After graduating from University with a computer science degree, I found it quite difficult to find a job in the computing sector. Most companies were unwilling to offer employment without some kind of experience to back up my qualifications. A bit of a vicious circle really, after all how do you get experience if nobody is willing to give you the opportunity to get some? I managed to get an interview with Rapid Systems, which were a separate company at the time, and after being successful I joined the team as a Systems Test Analyst.

What was it like when you started?
At first it was very difficult as the learning curve was extremely steep. The RapidXtra system produced by the team is very complex and large so there was a lot to take in. The team I joined was quite a fun and friendly one so I found it easy to settle in. Most of the team I joined are still with the company today nearly seven years down the line although most have progressed into other roles since then. I was in that particular role for about 10 months before I was given the opportunity to move into software development where I have been right up until a couple of months ago. Most recently I've been given the opportunity to join Echo's Revenue Analytics team as a Credit Intelligence Manager, working on Echo's exciting new Credit Intelligence solution.

What does your job involve?
My current role as the Credit Intelligence Manager is very much to deliver transformation in our client's revenue management performance. My main responsibility is to drive forward Echo's debt collection strategies by performing analysis on the data we have about our customers. This analysis gives us a view of customer behaviour and how they react to different situations. This information can then be used to predict, using cutting edge technology and techniques, how customers may behave in the future and how we can use that to formulate effective ways to help them pay their water bill.

What part of your job do you most enjoy?
As I'm in the early stages of this role the main enjoyment is the fresh challenge. My background is in software so my current role really tests me in new ways. I have a lot to learn about the historic debt collection processes as well as finding ways to improve the analysis of the data and ways to apply that analysis once we have it. It is exciting to be part of something which is so innovative in the utility industry and I'm sure it will grow into a huge success.

What is the team like in Revenue Analytics?
It has been a bit of a shock to the system having moved from a close-knit development team in a relatively quiet office into a bustling environment with lots of people. Although we're a fairly small team at the moment, we work closely with the collections teams so it feels a lot bigger. The people are easy to get on with and have been very helpful in filling the gaps in my knowledge.

Why did you join Echo?
Echo represented a great opportunity for me to increase and develop my skills in a new business environment. The wages and holidays offered starting off also seemed very good.

What was it like when you started?
My interview and testing was all dealt with in a very friendly and comfortable manner putting me at ease and allowing me to present myself as best I could. The training was excellent. Our head trainer took my training group through a very relevant and detailed training regime on payment processing which made me feel ready for the job.

What does your job involve?
I'm a member of the Payment Processing team and of the larger Revenue and Incentives team. We are responsible for all aspects of crediting accounts and reconciliation of our bank statements. We share job roles and rotate regularly so that all members of the team remain up to date with new processes and systems.

What part of your job do you most enjoy?
I enjoy all my roles as I work in a good work atmosphere where help is always offered. I currently work on resolving payment queries which I find enjoyable because of the varied nature of the work. We all work well as a team and you always feel you can ask for help from your managers or colleagues.

What is the team like in Belfast?
We have a good team, not just my immediate Payment Processing team but the wider set up. You always feel happy to go and ask questions in other departments to get a better understanding of how the business works. I always feel well informed of how the business is doing and how we are performing as a department.

Why did you join Echo?
I joined Echo because I was interested in working in a customer based, professional environment where I could develop new skills and progress my career. I had never worked in a call centre before so I was keen to experience that first hand. I realised that the company was growing in Northern Ireland and there would be exciting opportunities to be had with Echo.

What was it like when you started?
Echo did everything they could to make the interview and induction period as comfortable as possible. There was a positive, relaxed atmosphere throughout training which helped me get to know everyone very quickly, and we received training from very dedicated people who had obviously put a lot of effort into preparing us for that first call!

What does your job involve?
I have worked at Echo for just over two years. I started in Customer Relations and have since been promoted to Team Manager. As Team Manager, I am responsible for a team of 14 people in the Contact Centre. The role has many different aspects; time keeping, call quality monitoring and conducting one to ones with my team members. My job also involves face to face client liaison which can be both challenging and rewarding. The company has great opportunities for promotion and progression.

What part of your job do you most enjoy?
I really enjoy working with my team; I enjoy being able to encourage and motivate them and hopefully help them to progress in the same way my manager helped me when I first started. This role is very challenging and rewarding and gives me a real buzz.

What is the team like in Belfast?
The team here are very close knit and are all 'team players'. We all pitch in and help each other. There is always someone willing to offer help and support, which makes the job a lot easier for all involved.

Why did you join Echo?
I was very unhappy at my previous job within a government department and I was looking for a fresh challenge in a more upbeat environment - preferably with more opportunity for overtime and bonuses! An ex-colleague from the recommended Echo as he'd just returned there himself, and I haven't regretted the move for a moment!

What was it like when you started?
I started at the beginning of April during annual billing and so as soon as I had received basic training I was thrown in the deep end - by far the best way. I'm sure I learnt far more, minute for minute, dealing with customers 'live' than I could have done in training. The terrific help, advice and support I received from my more experienced colleagues helped a great deal too. Once annual billing was over, the training resumed which made far more sense as I had the background of dealing with customer's payments.

What does your job involve?
I deal with customer enquiries regarding their accounts and also with any water supply problems or queries they might have - this can be about water quality, pressure or interruptions to supply.

What part of your job do you most enjoy?
By far the most enjoyable part of the job is successfully resolving a customer's problem or query. My favourite is when a customer calls to say they have no water and you can restore their supply by simply advising them to turn their Branch Stop Tap on and off four or five times whilst their cold water tap is turned on. Once the air lock or sediment has been released and the water starts flowing they all react as if you have performed a conjuring trick!

What is the team like in Walsall?
The team in Walsall is enthusiastic and helpful - I've always found them to be friendly, supportive and helpful people to work with.

Why did you join Echo?
I was impressed by Echo's focus on quality and continuous improvement. I believe it is vital for the workplace to invest and continually develop employees like Echo does!

What was it like when you started?
The interview process was good and well structured. I undertook an interview, telephone and written test. After which I participated in intense training to prepare me, but what I have found is that you can't learn everything in training!

What does your job involve?
I work in Customer Services and my job involves answering and resolving a wide range of customer queries. It can be anything from how to make a payment to reporting a leakage. I also action written correspondence from customers, solicitors etc.

What part of your job do you most enjoy?
I like the variety of calls I take and the fact that every call is different! I also enjoy talking to customers and feel satisfied when a customer leaves with their query resolved.

What is the team like in Walsall?
The team atmosphere is great and everyone has been really supportive since day one. The team actively share knowledge and help each other along. The team managers are really approachable and are never too busy to help!

Why did you join Echo?
Prior to joining the company I was in a support role with a small software house, I saw Echo as an opportunity to progress my career with the prospect of further training and professional development, which is exactly what I have experienced. I have been with Echo for over six years, beginning as a Support Analyst, I have progressed to Business Systems Analyst.

What was it like when you started?
I joined at a time when two large clients were going live benefiting from this steep learning curve I was able to get involved almost immediately which was both challenging and rewarding.

What does your job involve?
My role entails creating functional and technical documentation for the RapidXtra product. In addition, I am involved in support and data conversion projects.

What part of your job do you most enjoy?
I enjoy many aspects of my role but in particular creating specifications for new modules to the RapidXtra product. One of my aspirations was to work abroad; Echo has also given me the opportunity to travel, most recently to India to assist our offshore development team. I have also enjoyed being involved with the data conversion project for one of our clients in Northern Ireland.

What is the team like in Walsall?
The team are an excellent group of people to work with and everyone works well together. There is also a good social scene amongst the team.

Why did you join Echo?
One of the main reasons I joined was for the opportunity to take on a bigger people management role, which is an aspect of the job I particularly enjoy and missed from my previous job. I am a people person so the constant interaction with my teams is something I really enjoy.  

What was it like when you started?
I have been at Echo just under two years; when I first started my role was Team Manager, before being promoted to Contact Centre Manager.  What I noticed immediately was that I was trusted with responsibility and I felt empowered in my role as a Team Manager.  One of the main reasons I joined Echo was down to the previous Operations manager – she was honest and straight to the point, which is what I liked.

What does your job involve?
My role can be divided into three key areas: Contact Centre Manager for a high profile contract with Northern Ireland Civil Service, Client Relationship Management and a mentor to the Civil Service Manger. I am responsible for a team of seven managers and 48 call centre representatives, across two locations in Belfast and L’Derry which is challenging but rewarding.

What part of your job do you most enjoy?
I really enjoy the fact that my job is so varied; everyday is different! I enjoy being kept busy, trying to manage the three areas of my role, which is great because each gives me enjoyment and satisfaction in different ways.

What are the teams like in Belfast and L’Derry?
The teams work well together, it is a friendly environment where we are all supportive of each other. Although I am responsible for leading the team, it doesn’t stop us working together and ensuring that anything that is asked of us, we deliver upon.