A day in the life of Gemma Job water2business customer relations manager Length of time at current job 9 months What does a typical day look like? A typical day involves reviewing contacts from our customers to provide a better customer journey, reviewing processes with an aim to improve quality and efficiency, creating training plans and coaching my people. All of this to ensure my team provide the highest possible service for our customers. Are you part of a team? I'm part of a fantastic leadership team, working alongside Paul Grinham (major billing manager) and Joe Henderson (contact centre manager). The drive to deliver for our customers is high and they have been incredibly supportive since I joined the business in July 2017. What do you like best about your job? Working with my team as they always put the customer at the heart of what they do. When it comes to developing their skills, implementing ideas or reviewing processes, they are considering the customer and aiming for continuous improvement in the service we provide. What's the most challenging thing about your job? Being part of a brand new industry and not knowing how a competitive market would impact our customers' expectations. This has been a challenge we have enjoyed meeting and the lessons learned have shaped how we meet our customers' needs a year on. What do you like to do when you aren't working? I spend as much time with my family and friends as possible. Games nights are a family favourite, although I'm told I'm too competitive… What do you wish other people knew about water2business? How much effort our people put into becoming experts to positively influence the service they provide to our customers.