Mission: To provide our Customers with effortless service in order to free them from the worry and inconvenience of home emergencies and repair.
I have been working at HomeServe UK full-time (More than 3 years)
Homeserve is a nice company, and focus on what is right for the customer.
Sometimes though it looses sight of the individuals who it employs. As a team manager of four years I hold myself and my team to account and really focus on developing each person in a bespoke way.
Unfortunately I have felt let down in the past and felt like a number.
I didn’t realise how frustrated I have felt until a new Ops manager talked to me, and asked me about me and how I was feeling, and about issues I had and how she could help. It felt good, so changes like this are really motivating.
There are lots of ways in which Homeserve try to engage its people like games, silly dressing up and lots of fun. These things are great but what has been missing until now is the human touch to leadership, which seems to be starting and if we can lead this way it will trickle down to the front line.
I feel like Homeserve is far from broken, but can sometimes suffer bruises ( I nicked this quote off the new Ops Manager)
And I agree there are lots of small changes that would make a huge difference.
I think as a team of managers we need to find ways of working together and consistently as one team.
But ultimately we care about our people and our customers and with recent new additions, like Vicky, I can already see improvements.
We also need to plan and keep momentum of engagement activities during the winter, rather than doing our usual cancelling everything and all hands to the pumps!
Advice to Management
Homeserve is a company that has grown very quickly in relative terms. However it’s policies and process are designed for a small enterprise.
Now in its ever increasing population and turnover, it’s processes need to catch up and be slicker to ensure its assets ie it’s people do not fall through the cracks and become victims of the companies underlying principles not being good enough for what is becoming a large enterprise.
I would also say that the new Manager is vastly different to what we have had and is already building some of the trust Managers and advisers so desperately need.
We need more senior managers like this, to oversee and glue the operation back together.
Sitting down and having an honest, open and genuine chat really goes a long way.
The other managers always seem to busy, so perhaps they could have a bit of human time with teams too?
I applied online. The process took 3 weeks. I interviewed at HomeServe UK (Walsall, England (UK)) in April-2018.
Three stage - telephone interview, 1st stage - including role play, 2nd stage - including team meeting and presentation titled ' The issues facing senior hire recruitment, and how they can be resolved'
Great pics from Engineer, Paul Oliphant who won an internal competition to get an insight into life at HomeServe USA! #WeAreHomeServe
HomeServe's logo flying across the finish line! Great picture #ChesterRaces #Sponsorship #WeAreHomeServe