Martin Caldwell - Customer Retention Manager
A Day in the Life at Love Energy Savings...
I like coming in bright and early to get a head start on my day. Getting in around 7:45am I’ll check my emails and catch up on the reports from the previous day. When the rest of my team arrive at 8:30am we’ll have a meeting where I’ll update them on the key metrics. From there, I spend the rest of the day managing my team’s production, monitoring performance and liaising with external stakeholders to ensure we’re providing the best journey possible for our customers.
I like to ensure every member of my team is happy, so I’ll set challenges and rewards to keep them motivated – which seems to work a treat!
About you and your team…
What are you responsible for?
As Team Manager, my main responsibility is to take away all the stress from my team so they can concentrate on providing fantastic customer service. Their progression is also important so I will monitor calls and provide feedback, answering any questions they may have and generally keeping them informed.
My team need to be constantly aware of the best prices available and any changes in the market so it is also my responsibility to ensure they have that information as soon as it is available, both to increase their knowledge and also to benefit our customers.
What do you LOVE about working at Love Energy Savings?
There is a fun culture and family atmosphere that makes this company the best to work for. You also get rewarded going above and beyond. I’ve won an Xbox One, a TV, a cellar full of prosecco, trips to London, countless free breakfasts, lunches and vouchers, the list goes on. However, by far the best reward was winning the TELCA Unsung Hero Award. It meant so much because I was nominated by the customers, I couldn’t have been happier!
The best reward though, is knowing the customers are happy. It’s cheesy but no amount of free stuff will ever give me as much job satisfaction as a grateful customer.
Tell us about your career journey since starting at Love Energy Savings
I had worked previously with Love Energy’s MD, Phil Foster, and as soon as he offered me the opportunity to come and work here, I couldn’t turn it down. I started off as a Lead Generator, but quickly progressed to an Account Manager after two weeks, founding the Customer Retention Department with two other colleagues.
As the company grew, so did my responsibilities – I became a Team Manager and now manage a team of five Account Managers.
When not working, what can you be found doing?
I am quite active and love cycling, swimming and travelling, but my big LOVE is gaming. If anyone thinks they can beat me on Call of Duty, Grand Theft Auto V, Silent Hunter or Total War I will welcome the challenge!
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