TotalEnergies Gas & Power

Last month we passed the four year anniversary of delivering SME Servicing in Cape Town, and a lot has changed in that time.

From the initial go-live and subsequent changes and improvements in the operating model, to moving additional work such as Major Business COO and Tenders out to Cape Town, it’s fair to say most SME customers now receive a solid and consistent service. There is still a way to go but we have a strong relationship with WNS, and the team in Cape Town are working extremely hard with us in driving improvements together as well as improving how we support the sales teams in winning more business for TGP.

In that time, we are proud that we have kept staff turnover low, working together with our partner WNS to make it a ‘good place to work’, and ensuring the best people progress through the organisation and build the skills and experience we need to succeed.

To celebrate our four year anniversary, we interviewed three of our colleagues over in South Africa…

Ronelle Christa Swartz

Senior Group Manager

What is your role with us on the TGP team?

My role within TGP is to be the lead for both onshore and offshore teams. I also head up Customer Care and Acquisition and churn teams. I take a major role on our support teams which is workforce management, quality and our project teams.

How long have you been on the team?  Could you tell us about any improvements you have seen in that time?

I have been on the team since April 2017 - it has been an awesome experience and I have learnt a lot.

First thing that’s changed is the relationship between our onshore and offshore teams. I think we have moved away from just being viewed as an outsourcer, moving more towards a partnership. I think that has been the biggest change.

The second would be the growth of our staff, how our staff have grown with comfort in the product, comfort in the service, as well as the growth in confidence that we have had from our team. So that they start to become more tenured within their specific roles.

As the lead on the Operations side, what do you see as the biggest challenge or area of improvement moving into 2021?

The first would be the new normal, which is COVID and trying to balance working from home vs working from the office. I think that is our biggest challenge going into 2021.

The second is how are our customers changing in their mindset…. so much change that has come 2020, people’s mindsets has changed as they don’t want to do business in the same way as before.

What motivates you?

I read a lot and I have got a blog that I subscribe to and I’m part of. I’m a royalist so I do everything royal from every royal family, looking into history, fashion and news. That keeps me busy…

Other things that motivate me are my team, they keep me on my toes, I have a mission statement about trying to develop the world and especially within my team, not wanting them to sit and be stagnant.

Could you tell us about one thing you like to do outside of working on the TGP team?

The Blog is on top, but the next thing is travel, but unfortunately due to Covid we can’t. With my husband we like visiting new countries and cultures. So those are the things that keep me busy after TGP.

Kyle Bresendale

Second in command, Active Collections team

What is your role on the TGP team?

I am currently in a 2IC role for the credit department. My role is regarding the reporting in the morning for the team to ensure the ledger is split evenly and then to ensure the team reach targets and the quality is at a good standard and that TGP are happy.

I cover the team manager if he is on annual leave or sick. Coaching and feedback – especially with QA feedback.

I believe you have been on the TGP team since the start in 2016, what is the biggest difference for you between 2016 and now?

Between 2016 and now I would say, even though we all have our own role to play with processes etc. I have seen a big improvement on processes in various departments. Working together has improved. Our views are taken into consideration when we speak to Rob and Ian.

What for you is the best thing about working on the TGP team?

There’s lots! The best thing is mainly when every day you learn something new. There is always something new to learn, within your department or others.

How do you think we could improve further in 2021?

We should have more refreshers to ensure every department is on the same page when it comes to giving customers information. We still see some agents giving different information. Webchat has been a great success. A self-serving dashboard would be a super awesome idea – Invoices, payment, contract information, meter reads.

James Sibangani

Team Leader, COO Complex Team

Can you tell me briefly what your role is currently on the TGP team?

I am the team manager of the technical department in COO – responsible for the guys that do the background work around change of occupancy / tenancy for the customer.

You have been on the TGP team since the start in 2016, what is the biggest difference for you between 2016 and now?

I think for sure that I can confirm it is the response we offer. The more tenured staff have become better at what they do and the responsibility has grown and the knowledge.

What for you is the best thing about working on the TGP team?

I think it is the relationship that I have with my immediate boss and their boss… if something has to be picked up, we trust each other, so it is the relationships that we have built.

How do you think we could improve further in 2021?

Without having to create too much work I think there is always a gap when it comes to customers and communication. So, I think if there is one thing to try to shift the focus to it’s the customer ahead of the process.

Thanks to our colleagues in Cape Town for sharing their thoughts and to the interviewers Sarah Devenish and Charlie Walker.