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CALL Muir’s contact centre and you’ll hear the same welcoming voices you always did, despite the sacrifices of the team.

Our Customer Experience Team were the last to leave our head office when lockdown hit – making sure they maximised their service right until the last minute before continuing from home.

And they haven’t stopped since.

Setting up workstations in bedrooms, kitchens, living rooms and even landings, they’ve continued to make it happen so you get a great service when you call.

They handled almost 19,000 calls, emails and social media messages from residents throughout April-June, making sure they remained responsive despite Muir services being curtailed due to Government restrictions.

And the way residents reacted to the change has helped them too.

“The service from the team has been ever-present,” Liam Radford, Muir’s Customer Experience Manager (left) said.

“They literally picked up their equipment, tested new software and set themselves up at home.

“We altered any processes we needed to, to make sure we maintained a robust service and their efforts have been amazing really – I couldn’t be prouder.

“Some residents have probably been able to hear young children in the background of calls.

“That’s because the Customer Experience Team have been pulling out all the stops trying to balance life at home while they do whatever they can to help residents with equipment taking over part of their houses.

“I’d also like to thank residents for their understanding and their patience too.

“They’ve allowed the team to explain why services are different, and what we’ve been able to do to carry on helping.

“That’s been really great because the sacrifices team members have been making in their home shows their dedication to Muir residents.”

The team also took time to identify isolation issues encountered by vulnerable residents during lockdown – referring them to housing services teams who provided regular wellbeing calls so they didn’t feel alone.

“Despite having our hands tied by COVID-19 restrictions, Muir’s Customer Experience Team have continued to deliver,” Jackie Perry, Assistant Director of Communities and Customer Service said.

“We’re delighted to have sustained this service for Muir residents who know we’ve always remained just a phone call away.”