Catching up with our Operations Delivery Manager!

Behind every bill, meter reading and support call at mySycous is a dedicated team working hard to keep things running smoothly for our customers! In this interview, we catch up with Michael Brooke, Operations Delivery Manager, to find out what a typical day looks like, how issues are resolved quickly and how the team supports residents, especially those who may need a little extra help.

What does a typical day look like as an Operations Delivery Manager?

No two days are ever quite the same! I start by catching up on any emails or calls that came in overnight, assign tickets to our Support and Scheduling Team and help them to keep everything running smoothly. At the end of the month, I focus on raising bills and invoices, making sure customers receive everything accurately and on time.

How quickly and efficiently are issues resolved?

When you contact us, our Customer Support Team works to resolve your query as quickly and smoothly as possible. Many issues such as billing queries or meter reading concerns are often resolved straight away over the phone.

If your enquiry needs specialist input, our Support Team has direct access to our In‑house Data Specialists, Software Developers, and Engineering Teams. This means issues can be quickly escalated to the right experts, resolved efficiently, and clearly communicated back to you!

Whenever a customer gets in touch with us with an issue, we aim to respond as quickly as possible. On average, the team answers the phone after 9 seconds and responds to online chats after 16 seconds – with most support tickets fully resolved in under 23 hours.

We keep a close eye on all incoming queries using a Geckoboard – a live dashboard that shows us, at a glance, how quickly we’re responding, how the team is performing and how residents are rating us on Trustpilot. It helps us stay on track and make sure we’re delivering the best possible service every day!

How do you support vulnerable residents or those who need extra help?

It depends on the situation or disability – For example, we can adjust your statements and other documents to be large print or in braille if you are visually impaired. If you’re hard of hearing, you can get in touch with us via email, online chat on our website or through Facebook and Instagram. We also make sure that in homes with over 65s and under 5s, that they continue to stay comfortable and always supported with additional measures in place to ensure their energy needs are consistently prioritised. If someone is financially vulnerable, we can set up a payment plan, go through their debt with them and go through government schemes that they may be eligible for.

If English isn’t your first language, you can get in touch with us on our website by using the ReciteMe accessibility toolbar feature to translate any area of the website and send us a message in another language for our team to reply to.

What are the most common issues that residents get in touch with the support team for?

Mostly, our residents will get in touch with us to check their balance and check their meter readings if they are unable to do this online. We’re also more than happy to help get things set up, whether that’s creating an account, arranging a Direct Debit or putting a payment plan in place that works for you.

What can residents check before they get in contact with the Support Team?

We’re always happy to hear from residents, and our Support Team is here to help whenever you need us. Sometimes, it can be useful to check a few things first, such as if there is credit on your meter if you’re a Pay As You Go customer.

You can also check if your meter is switched on and shows a reading, check with your housing provider and neighbours if there are any meter issues in your area, check if your programmer and other heating controls are set up correctly and check that the readings on your statements match the readings shown on the meter.

If there are any issues that can’t be resolved over the phone, where we have permission from your housing provider, we can send out one of our experienced engineers to check and fix any issues!

What is the best way for residents to stay updated if there are issues in their area?

Our Service Updates page is always updated with any outages that are reported to us. Otherwise, we will let you know with a message in your in-home display or via an email. If you find that there is an issue, you can fill in the form on our Service Updates page or get in touch with us so our experts can investigate further.

If you ever have a question, spot something that doesn’t look right, or just need a bit of extra support, our mySycous team is always here to help. Whether it’s a quick check or something more complex, please don’t hesitate to get in touch!