Building a strong Client Care Team

Matthew Virgo - Avena

Matthew Virgo

Jessica - Avena


Client Care Manager, Matthew Virgo, who joined Avena at the beginning of 2021, describes his role and his hopes for the future.

Since leaving University I’ve always been involved in customer services, having previously worked as a branch manager for a high street bank for over 11 years. This experience gave me great insight into consumer behaviour and how building good relationships with customers is so important for effective communication and ensuring that companies deliver great service.

Moving from branch manager to the shredding industry may seem like an odd move, and yet, providing industry-leading customer satisfaction is what really motivates me. The challenge of building a strong Client Care Team at Avena that shares my enthusiasm for customer service has fuelled my interest.

First impressions of Avena

One of the first things I discovered about Avena is that we have a customer retention rate of 96%. That’s an impressive record and my task is to build on that success by establishing an excellent Client Care Team that delivers even higher levels of service.

I started with the basics: train and set up my team, embed new processes to review service levels with our customers (you may have already had one of these service calls), constantly review the feedback we receive – and learn from it!

Overall, feedback from our customers has been really positive regarding the service on the ground by our representatives and most of you already know our team members by name. But it also became clear that you wanted quicker and clearer communications with the Avena office.

We received some feedback from clients who wanted more information as to when scheduled collections are due. Rest assured, we are currently reviewing this process with the aim of moving to an electronic system that e-mails you with the collection dates.

Higher levels of personal service

The main change implemented since my start is that each customer now has an allocated account manager – which will either be myself or Jessica. When you have a question for us, you can be sure you’ll receive a response within 10 hours – and often before – as that’s now part of our service level agreement with customers.

I’m really interested to hear from our customers about what we can do better. I’ll also be reaching out to you all soon to discuss some really exciting recycling and environmental projects we have coming up over the next few months.

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