Customer Experience

Customer Experience ambassador in the spotlight for international award

The gatekeeper of a programme to put JT’s customers at the heart of every conversation has been shortlisted for her leadership at the International Customer Service Awards.

Tamara O Brien, JT’s Group Head of Customer Experience, has been named as one of the six finalists in the Customer Experience Leader category of the awards, which will be announced at a ceremony in Amsterdam on 21 November 2019.

Tamara led a campaign across all of JT’s offices to reshape the customer experience for JT customers and support that experience with pioneering digital technology like the exclusive JT App. This instigated a company-wide training initiative, based around JT’s own customer feedback and insight – so that every one of JT’s people understood the value of real customer loyalty and satisfaction and became ambassadors for a brand they believed in.

“Over the last few years, JT has been on a journey to transform itself from a local telecoms provider to a world class communications brand.  Our purpose is to connect our islands and our customers to their future, and it is crucial for us to bring our people and our customers with us.

On a personal level, I am honoured to have been named as a finalist however it’s the hard work and commitment of all our teams, across the company, that has got us here. We empowered our people to believe in themselves and show them the vital role each one plays in supporting our customers. Our goal was to shift our culture in every area of the business so that the first question on everyone’s mind, no matter what their job, was and remains, ‘how will our customers feel about this’. On a simple level my role is to represent the voice of our customers across everything we do; be it a new live chat app to make life easier for customers to get help, a new roaming service designed to give customers more freedom when travelling, or creation of our customer panel ‘JT Voice’ giving our own customers input to how we provide our services and products.”

Tamara was instrumental in the development and delivery to JT’s 600+ employees of the company’s first customer experience strategy. She built and inspired a dedicated, specially-trained Central Customer Experience team which understands both customer behaviour and the importance community engagement plays in JT’s culture. Customer experience training is now an essential part of every employee’s induction, probation and remuneration and is supported at all levels of the business.

Now in its second year, the International Customer Experience Awards recognise inspiring organisations which are delivering an outstanding customer experience across the world.



E-safety top tips on the cards for Les Quennevais new starters

E-safety top tips on the cards for Les Quennevais new starters

Thanks to the continued partnership between Les Quennevais School and JT, students joining in September 2019 will not only have a new school uniform as they transition from primary to secondary schooling, they will also have a set of e-safety skills as they begin this new stage of their education.

The Transition Day programme aims to overcome those first day nerves for pupils as they prepare to leave their primary schools and make sure they are familiar and happy with their new surroundings and the new faces that will greet them.

John Assiter, Customer and Digital Services Manager at JT will be speaking to the students and their parents at the briefing on 4th July about the importance and understanding of e-safety, giving an insight into how to stay safe online.

Les Quennevais head-teacher Sarah Hague said that this partnership meant that as well as getting information that would help parents and students feel like part of the Les Quennevais family, they would be getting expert advice on an increasingly important topic.

“Technology and online access are central to enabling learning and open many exciting avenues for our young people, but they do need to know how to use this technology safely and in ways that support their well-being. JT’s presence at our Transition Days furthers our aim to provide our students with the right tools to start secondary school life,” said Mrs Hague.

Tamara O’Brien, Head of Customer Experience at JT said: “Our team hopes to help those attending learn how to strike the right balance between access and e-safety, helping parents understand the ways we can work together to keep our young people safe online and the tools available to help them to do so.

“We’re really excited about partnering with Les Quennevais for a second year, sharing our e-safety knowledge and helping our children make the most of the amazing learning benefits that today’s technology can bring. As a Mum myself I know first-hand how it can sometimes feel like parents are being left behind, but together we can make it less daunting and not just something our kids understand.

At JT we have a range of tools and educational literature to help ensure children are aware of the dangers which can exist. At the evening presentation we plan to share some practical ways to help, demonstrating the Haandle box (exclusive to JT) an affordable piece of technology which allows parents to monitor internet access and the free JT My Account App which includes parental controls.

Socially inclusive access to technology is really important to JT, so we will also be donating JT Smart 2 phones for students whose parents give consent, safety is all about a balance of education, awareness and providing the right tools and we’re pleased to have been invited again to participate in these events.”



JT Annual Review

2018: a milestone year for ‘Fibre Island’

JT has today published its Annual Review for 2018, describing a year when the Group laid solid foundations for future growth; both in terms of the completion of the full-fibre network in Jersey, and investment in its growing International business.

Overall, JT’s gross profit increased from £92.0m (2017) to £94.5m (2018) on a turnover of £250.5m 4% below 2017 due to a reduction in low-margin voice revenue. As a result of increased investment in our International business and software development capabilities, JT’s operating profit was £7.4 million in 2018, a fall of £3.7 million on the figure recorded for 2017. The decrease is in line with shareholders’ expectations and the company’s intentional strategic plan to invest heavily in future capability.

It also reflects the Group’s considerable investment in customer experience, including a ‘customer dividend’ in the form of substantially lower mobile roaming charges, and unlimited broadband offers.

The Group returned a slightly increased dividend to its owners, the States of Jersey at £4.8m (2017: £4.7m), which formed a total of more than £17m paid to the Government in terms of employee related taxes, corporate tax, GST and dividends.

69% of JT’s revenue now comes from outside of the Channel Islands. This supports JT’s continued investment back into the world-class local infrastructure for our islands, such as the advanced super-fast 4G networks and island-wide full-fibre network in Jersey.

JT Group Chairman, Phil Male, commented: “Following the completion of the full-fibre network, 2018 was a time to look to the future of our business, which we did by investing strategically in our International operations. Grown from a standing start, JT SIMs now power more than 4,000,000 devices around the world, from connected heart monitors in Canada, to traffic management systems in Central America, right through to ‘smart cows’ here in Jersey. We now have a global reach and a growing International
reputation which has seen us secure projects and partner with global brands such as Kraft, BBC, CNN, Nokia, SAP and Amazon.

“JT is an innovative, global communications player, which is making sure the Channel Islands are amongst the most connected places on earth, while also securing our long- term future as a valuable, locally-owned asset, through growing our International business.”

JT CEO, Graeme Millar, added: “When I first joined JT nearly a decade ago, the most common and often strongly worded feedback I got was that broadband speeds were really slow, performance was poor, and coverage could be very patchy. The maximum download speed was just 2Mb/s, making it probably some of the worst in Europe/UK.

“We listened closely to that feedback from our customers, and by 2018 we had completed the island’s full-fibre broadband network more quickly than it has been done anywhere else in the world, and at no cost to the vast majority of its users.
That achievement by JT’s dedicated team has now pushed Jersey to first place in the world in term of the percentage of users directly connected to fibre broadband.

“When we began the project, some people doubted that we would need it – now it’s fair to say we all might question how we would live our connected lives without it.

“With 5G now firmly on the horizon we’re again looking forward and JT will get a trial network in place by the Summer. For broadband, we are preparing to offer customers speeds of up to 10 Gb/s on Jersey’s full-fibre network; and internationally, we’ll be working with global tech innovators such as ARM to get JT SIMs into millions more devices around the world.

“We will continue to couple our investment in technology with our commitment to providing award-winning standards of customer service across all our disciplines so that we are providing the same high quality of service to both our global partners and our valued local customers.”

ENDS

For further information or to set up interviews please contact Anna Thorne at Direct Input on 01534 735253 or email anna@directinput.je

To view the full Annual Review, please click here.



Katie Corbett

JT recognised as Best Communication Solutions Company in Channel Islands

The ‘Best Communication Solutions Company in the Channel Islands’ has been named as JT at the 2018 UK Enterprise Awards, which focuses on the ‘SME’ sector.

Small to medium-sized enterprises constitute the vast majority of local businesses and are the engine of the Channel Island economy. JT’s Business Sales team supports this crucial sector and is a trusted partner for thousands of businesses across the islands.

 SME News Magazine

SME News Magazine organised the UK Enterprise Awards. This is  the UK’s biggest selling publication in the SME sector. JT has been recognised for the breadth of its offering, the positive impact it has in the Jersey and Guernsey communities and its recently completed ground-breaking full-fibre network.

A combination of votes gathered from a network of respected industry partners, peers and SME News’ own rigorous in-house research crowned JT the winners. JT’s performance over the past 12 months, its innovation and way of working, and its position in the market were all assessed.

Working Together to find the Best Solutions

Katie Corbett, JT’s Enterprise and Business Services Director, said: “This welcome recognition is down to the great work of everyone at JT. But also, particularly our pan-island SME team. Consequently, I’d like to thank them for their efforts. We are trusted partners of our clients, working with them to find the best solutions. Focusing on strategy and best working practices as well as technology. JT as the only locally owned telecoms company in the Channel Islands, and so has a genuine desire to play a part in the success of local SMEs.

“We’re proud to give them the tools to grow and develop their business. This year JT has connected the last broadband customer to our full-fibre network in Jersey. So, this means that locally SMEs can benefit from world-leading download and upload speeds. JT allows them to take full advantage of the internet, creating more efficient and cost effective ways of working. The technology we provide is changing the way we all do business. It is fantastic for JT and our SME team to have this international recognition.”

ENDS

Issued by Julien Morel at Direct Input. Telephone 01534 735253 or email julien@directinput.je for more information.



Time for tee! Local teams get set for Autism Jersey’s Annual Golf Day

Autism Jersey’s annual Golf Day, sponsored by JT, tees off on Friday 10 August. Organisers are promising this year will be the biggest and best yet.

The money raised at this year’s Golf Day will go towards funding the building and running, of a residential and community-based Autism centre in the Island. Hence why this is the most important event on Autism Jersey’s fundraising calendar.

The annual event has 22 local teams taking part. And it will be the first large event hosted at La Moye Golf Club’s new clubhouse, which has just undergone a £3.5m refurbishment. The day of competition will end with a raffle and auction. This will include  donations by former world number one Ernie Els. Last year over £20,000 was raised for the charity from this one day event.

Mr Els and his wife Liezl have a son with autism and founded The Els for Autism Foundation in 2009. This aims to support people on the autistic spectrum fulfil their potential to lead positive, productive and rewarding lives. The foundation has worked on a number of events and programmes in partnership with Autism Jersey.

A Popular Sell-Out Event

Nick Winsor, Chairman of Autism Jersey, said: “This is our biggest fundraiser so we’re grateful to everyone taking part and to our sponsor JT. To have a corporate sponsor of the calibre of JT is essential to the event’s success and their professionalism. Their focus on the Jersey community, and on-going support guarantees a popular sell-out event year-on-year that makes a huge contribution to the Charities work.”

Daragh McDermott, Corporate Affairs Director at JT, said: “As a board member of Autism Jersey, I know only too well what a fantastic charity it is. It offers invaluable support to many families and the wider community. Therefore, JT is delighted to support Autism Jersey. Also to support them in their fundraising efforts by sponsoring, participating in and providing the prizes for this phenomenally popular annual golf day at La Moye Golf Club. We’re proud to be a locally-owned business and support our Island communities whenever and wherever we can.”

ENDS

Issued by Julien Morel at Direct Input. Telephone 01534 735253 or email julien@directinput.je for more information.