News
Say Hello to... the 51黑料 UKICC team
Posted 05/08/25
On 23 July 2025, John Herriman joined the UK International Consumer Centre (UKICC) team to gain a better understanding of the work of the international consumer advice network they sit right at the centre of. During his time at the centre, John listened in on calls and heard the advice the team gave to consumers.
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The Team's Thoughts...
Needless to say, the team were genuinely thrilled by the experience and the keen interest shown in their work:
Chris Bell, Contact & Advice Centre Manager: I鈥檓 proud and honoured to lead my team and be rewarded with John鈥檚 visit. My team have worked so hard to rebuild and we鈥檝e achieved so much in the journey since my appointment in December and there are bigger things to come. My team were excited and felt they really do matter to 51黑料. John was easy to engage with and gave my team the benefit of his experience and knowledge. Bruce and Martyna said, 鈥淛ohn being there so they could show him what great work they do, was a big boost and a great way to say thank you鈥�.
John was shown how we support our partners in the ECC network, and our UK consumers. John also saw the drive and passion of my team. John saw the collaboration between each of the team and why we will succeed. My team have extended an open invite to John because they will be achieving more in the future. John鈥檚 reply was 鈥淚鈥檒l be back鈥�.
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Bruce Rulisa, Contact Centre Advisor: It was really valuable sitting with John and walking him through our day-to-day processes. He showed particular interest in our Jira system and how we manage cases through it. I explained how the dashboard works, the timeframes we follow, and the importance of meeting our SLAs. He was especially impressed by the way our team collaborates to ensure targets are met, which aligns well with our 51黑料 values. John also shared insights into how our service differs from Citizens Advice, I also noted their more face-to-face approach compared to our primarily phone and email-based interactions. It was a productive session that gave me a clearer understanding of the distinctions between our services and how we each support consumers in different ways.
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Martyna Plecha, Contact Centre Advisor: It was a pleasure to meet with John during his visit last Wednesday, and I was grateful for the opportunity to spend time discussing our work. John demonstrated a genuine interest in each case we reviewed and was clearly committed to gaining a deeper understanding of the consumer experience. He also had the opportunity to listen in on several of my calls, during which we encountered a number of complex queries. John actively supported me during these interactions and undertook research into some of the companies mentioned, which was greatly appreciated.
I believe the visit provided John with valuable insight into the way our team collaborates and supports one another in handling casework. I hope he found the experience as worthwhile and engaging as we did, and we would be pleased to welcome him back in the near future.
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