Q. You work in the Customer Satisfaction team for PhonepayPlus. What is the main focus of your role?

My role is to take complaints from the public and to educate consumers about phone-paid services. I also perform the allocation function (reviewing complaints and making a preliminary decision regarding what can/should be investigated further and what can’t) and administer the shortcode information on the Number Checker.

Q. What are the main types of external queries that the Contact Centre receives?

The vast majority of complaints are related to reverse-charged text messages consumers state to be unsolicited.

The most frequent non-mobile queries are typically number checks – consumers asking for information about a premium rate number on their bill.

Q. What mechanisms or means do you use to measure customer satisfaction?

There are numerous checks that we carry out to ensure customers are happy with the service they receive, and which help us improve the consumer experience.  For example, we call all consumers whose complaint was part of an investigation that went before a Tribunal after sending them the adjudication letter, and ask them 11 questions ranging from how they would rate the service on the phone to how clearly the letter explained the outcome of an adjudication.

Q. What PhonepayPlus products and services can consumers use to help them with queries that they have?

The free PhonepayPlus Helpline, the Number Checker and the consumer section on the PhonepayPlus website, SMSus, phonebrain.co.uk, and the Contact Centre are just a few of the services that we offer.

Q. What are the most enjoyable aspects of your job?

I really enjoy helping and educating consumers on how to make the most of phone-paid services, with the help of my team, who are really great to work with. I also get to have a great deal of variety in my day-to-day duties.

Q Have you got a ringtone on your mobile phone? If so, what is it and did you download it?

Well I do, otherwise I’d probably miss a lot of calls! It was on the phone already, so I guess it’s just the default tone it came with. I had the theme from Rocky on my first phone when I was about 13, but I actually got it from a friend.

Q. What are your interests and hobbies outside of work?

I have always liked reading a lot about a variety of different subjects, currently mostly politics for my studies in International Politics, I’m a big sports fan, learning languages (is that a hobby?). Generally just trying to make the most of my time in London, enjoying its culture - and nightlife.