UKDN Waterflow has moved its entire Customer Service Centre team into a new purpose built site in Birmingham Business Park in the midlands, as part of a programme to ensure all of their sites are fit for purpose as the business continues to build and expand.
The site, which is less than a five minute drive from the existing ‘Chapel’ site in Marston Green, is a stand-alone building providing two floors for the business, and will also house finance, IT, HR and other functions within the business.
Nick Harris, UKDN Waterflow’s CEO commented “The business had outgrown the two buildings that made up the ‘Chapel’ site, and we needed a single unit that worked for our expanding Customer Service team, so that they could continue to build and provide the very best service for our customers. The new Birmingham Business Park office brings everyone together in one building and is an excellent, cost effective site that delivers in so many ways.”
A large car park and dedicated visitor parking spaces and seven new meeting rooms, that have been named after rivers within the Birmingham area, allow UKDN Waterflow’s customers to visit and comfortably meet with key personnel from across the country. And with close connections to both the M42 and M6 the site provides good access to the motorway network.
Paul Greenwood, Project Manager for the move to the new building, commented “We’ve tried to think about the best environment for our colleagues to be able to deliver a first class service and this was the driving force behind both the location, the size of the office and the fit out of the building.
Every piece of spend on the building has been about adding value to our customers, from ensuring we have a motivated and well equipped Customer Service Centre team through to continuity of our fibre optic connectivity for the telephones and computers. We’ve even ensured prominent branding so that visitors don’t drive up and down the business park trying to find our building.”
Desk sizes and computer telephony and trunking has been optimised to ensure plenty of space for agents to effectively handle customer contact, and improved forecasting, planning and route optimisation will ensure engineer deployment becomes more effective.
A large well equipped staff room with pool table, air hockey, bar football and television with games console provides colleagues with a positive area to enjoy downtime from answering customer calls, and this is further complemented by a garden area with benches for use in summer months.
Nick Harris summed up the move to the new offices “This move creates a ‘fit for the future” hub in the middle of the country for UKDN Waterflow, creating a very effective environment for our existing team, and giving us the breadth to expand as the UKDN Waterflow success story continues.”
UKDN Waterflow’s new office can be found at 2480 Regents Court, The Crescent, Birmingham Business Park. B37 7YE.