The Customer Face of KWL

Customer Liaison Team

Andra is a valuable member of our Customer Liaison Team, an integral component of the Customer Services department dedicated to assisting customers throughout the repair, refurbishment, and maintenance processes in their homes, managed by the KWL teams. 

As a team of nine, the Customer Liaison Team serves as a vital support system for KWL customers.

Meeting Customers in their Homes

Andra actively engages with customers in their homes, overseeing the coordination of necessary works. This often results in close-knit relationships, especially in cases like kitchen or bathroom re-fits, allowing her to establish a good understanding of the individuals involved. She remains a constant presence, offering support throughout the entire process.

Effective communication is crucial to ensure the smooth completion of works, and customers appreciate having Andra to rely on. She supports customers while our construction team enhances the safety and accessibility of their homes, as well new roofs, kitchens and bathrooms, emphasising the importance of building solid rapport.

Fluent in Three Languages

With a wealth of experience in hospitality and customer services, Andra, born and raised in Latvia, relocated to Hull in 2010. Fluent in English, Russian, and with a good grasp of German, she brings a multicultural and multilingual approach to her role. Before joining KWL, Andra worked in the hotel industry, and during the pandemic, her workplace hosted NHS workers who temporarily stayed in hotels to safeguard their families.

Roof Replacements for 300 Homes

Currently, KWL is undertaking a significant roof replacement initiative in Bransholme, involving 300 properties. As the face of KWL, Andra serves as the initial point of contact, ensuring a positive and informed experience for customers.

Due to the transformative nature of KWL’s work, Andra receives positive reactions from customers, as KWL improves lives through installing new roofs, bathrooms, kitchens. She takes pride in supporting customers throughout the entire programme, ensuring their understanding of the scope, details, and timeline of the works.

Job Opportunities at KWL

Joining KWL in 2022, Andra transitioned from a Clerical Assistant in the Adaptations Teams to her current role as a Customer Liaison Officer, expressing a preference for an active role over desk work. As part of her responsibilities, Andra has undergone extensive training in areas such as safeguarding, asbestos awareness, damp and mould, and HHSRS (Housing Health and Safety Rating Scheme). Additional customer service training is underway, reinforcing her commitment to continuous improvement.

Andra emphasises the importance of building trust to enable customers to feel confident in her capability and KWL as a whole.

Conquering the Peaks

In her leisure time, she enjoys walking and mountain climbing with her family, having explored much of Wales, Scotland and Cornwall. She conquered the Yorkshire Three Peaks last year, enjoying every step. “I do it for the views; there’s nothing like reaching a peak and looking out at the amazing surroundings and the excitement of achievement.”

Jon Usher, Contracts Manager, commends Andra’s invaluable contribution to KWL since her role as Contracts Assistant, noting her adeptness with systems and her positive relationships within the company. “The ongoing re-roofing scheme is Andra’s first as a Customer Liaison Officer, and she is performing admirably. Andra is highly regarded throughout the organisation.”