Rebecca HaleAnnual report 2026

2026 in review

Fast answers, real fixes and customers who feel listened to.

Rebecca Hale

Customer Service Manager

Birmingham, UK

The year in numbers

71% → 92%
customer satisfaction
60
advisors
−45%
complaints

Letter from the founder

Dear reader,

I run a 60-person contact centre handling phone, email and chat for 400,000 customers.

Satisfaction went from 71% to 92% after we stopped counting call length and started counting problems solved.

Rebecca

Milestones

  1. 2019

    Customer Service Manager

    Midland Energy

  2. 2015

    Team Leader

    Midland Energy

“She made the team proud of working in customer service again.”
Team Leader · Her team

Governance & giving back

  • Service review

    Calls, tickets and processes reviewed.

  • Complaints training

    Handling difficult customers, one day.

  • Interim service manager

    Three to six months.

Education

  • CXPA

    CCXP, Certified Customer Experience Professional, 2021