Nicole McLean

I'm a dedicated and passionate Quality Analyst with 48 months of experience at Northumbrian Water (NWL). I've recently completed my apprenticeship studying Business Administration, expanding my knowledge of business operations, learning project management, and fulfilled administrative tasks reliably, supporting smooth office operations. I have a strong focus on quality assurance, continuous improvement, and customer experience, using data-driven insights through Excel to identify trends, highlight both risks and trends and support performance improvements across the customer directorate. In my role, I produce and analyse monthly quality and performance reports for a range of stakeholders, translating data into clear, actionable feedback delivered through both group and one-to-one sessions with Team Managers. I work closely with operational teams to drive first-time resolution, improve customer interactions, and ensure consistent quality standards are met. Alongside my core role, I participate in innovation sprints, exploring how emerging technologies, such as AI, can enhance customer experience.

• Spending free time with friends, outdoor activities such as walking my dogs Max and Rocco. I love travelling to new places and seeing different parts of the world and meeting new people.

I’m very proud of being acknowledged for my work contributions and coming runner up of Apprentice of the Year 2024 at Northumbrian Waters ViVA awards. I also had the amazing opportunity by winning a place to attend the UK Customer Experience Awards in London with Northumbrian Water's Customer Experience Team. I’ve also participated in many external networking events with The Forum. I completed two weeks of work experience in Malta when I was in college, working with the Spanish Army and Navy.

I recently volunteered to support Northumbrian Water’s Billing Department during their annual billing period, broadening my expertise by completing three weeks of billing training and managing customer enquiries via telephone.

I subsequently spent five months working within NWL’s Operations Team, where I continued to handle a wide range of customer queries over the phone.

At the start of my Quality Apprenticeship, I worked with NWL’s Customer Care Team, undertaking a variety of administrative responsibilities, processing invoices, and coordinating the organisation and delivery of customer events.