Echo Logo
Echo Logo

Echo appoints a new Head of Operations

From the Knowledge Centre

We are delighted to have appointed Leanne Florence to this senior role.

Echo Managed Services has appointed Leanne Florence as Head of Operations, strengthening its commitment as a trusted partner to the water sector.

In her new role, Leanne will lead and manage the end-to-end customer service delivery for South Staffs Water and Cambridge Water, two of Echo’s long-standing clients. She will oversee a team of around 150 customer service advisors, team leaders and managers, ensuring they consistently deliver high-quality service to over 1.6 million customers across the Midlands and East Anglia.

Joining from LV=, Leanne brings with her over 15 years of experience in customer service and contact centre management. Her appointment illustrates Echo’s commitment to supporting its clients with their customer service ambitions as the sector heads towards an exciting new Amp, aligning with her achievements in innovation, and process streamlining.

Leanne’s appointment comes at a pivotal juncture for the UK water sector, where the ongoing cost-of-living crisis and nationwide dips in customer satisfaction mean that excellent customer service is paramount.

“I am joining Echo at an important time for both the company and the water industry as a whole. Echo has a strong reputation for delivering effective customer service and innovative solutions, and I hope to bring some of my own expertise to maximise its potential. I have always been passionate about developing people and creating a culture of continuous improvement, elements I believe are integral to achieving customer satisfaction and loyalty.”

Leanne Florence, head of operations - walsall, Echo Managed Services

“Leanne’s skillset is perfectly aligned with Echo’s vision of putting customers at the heart of everything we do, Going forward, Leanne will be instrumental in ensuring that we maintain our high standards of service delivery and drive further enhancements to our Walsall operation.”

Rachael Merrell, customer services director, Echo Managed Services

Echo’s South Staffs Water and Cambridge Water customer service team has held ServiceMark, the Institute of Customer Service’s prestigious kite mark of service quality, for the past four years. It continues to evolve its service offering in line with changing customer expectations, sector challenges and its clients’ drivers and priorities.

Share this article

More in the Knowledge centre

More News

News

Echo Managed Services appoints Hayley Monks as new MD

Hayley Monks joins Echo Managed Services as its new Managing Director, replacing Monica Mackintosh at the helm of the business,…

Read
News

Echo Managed Services to Attend VicWater 2024 Annual Conference

Echo Managed Services is delighted to announce its participation in the upcoming VicWater 2024 Annual Conference, scheduled to take place…

Read
News

Aptumo agrees partnership with USP to support stateside expansion of its water billing software

We’re pleased to announce that Aptumo, our next-generation customer and billing solution for water utility providers has secured a strategic…

Read
News

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

Read

More Customer Contact & Engagement

Blog

Neurodiversity inclusion in the workplace

Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.

26 September 2024 by Rachael Merrell

Read
Blog

Navigating risk and assumptions in digital transformation

Transformation leaders, it’s all too easy to see a growing risk register and feel overwhelmed.

8 August 2024 by Matt Bowd

Read
Blog

How the senior leaders of the water sector can learn from customer-facing staff

Discover how multi-level feedback systems can revolutionise customer service in the water sector

Read
Blog

Enhancing our employee development programme to foster long-term growth

We are pleased to have bolstered our employee development offering with a range of new learning and development programmes, including…

Read

Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122

Call

...or simply email us for a quick response.

ask@echo-ms.com

Send email