Sara Woods
A Day in the Life
7 February 2025
Head of Account Services
Hometown: Chorley
I worked for a managed service provider in the energy space for 8 years prior to joining Evolve, with the last 2 years here as a Team Manager within the Operational Team.
Hobbies and Interests: The gym - spin, HIIT and combat classes.
Fun Fact: I’m qualified in British Sign Language.
Introduction
I’m Sara Woods, Head of Account Services at Evolve, and I’ve been with the company for 19 months. As part of the Account Services Team, I lead the customer-facing side of the organisation. How we respond to queries and questions from TPIs and customers plays a vital role in shaping their perception of Evolve and their overall customer journey. My role is to ensure my team has the tools and support they need to navigate the challenges they face daily. I also continually review our processes to ensure we operate as effectively and efficiently as possible.
A Typical Day
A typical day for me starts with checking in with the team to assess workloads and set priorities for the day. My main responsibilities include providing support, guidance, and mentorship to the Account Services Team, particularly when resolving complex queries that may have been escalated. I ensure workloads are manageable, stepping in to prioritise and delegate tasks as needed.
Collaboration is key to my role, as many of the queries we handle require input from other teams within Evolve—whether it's an issue with a meter, an invoice query, or a Change of Tenancy enquiry. Fortunately, our colleagues are always willing to assist and support until a resolution is reached. To manage these tasks effectively, I rely on a sophisticated set of software and systems.
Impacts & Achievements
The most rewarding part of my job is working with a fantastic team and watching them grow in confidence and deepen their knowledge of our organisation and the industry. I find it especially fulfilling to guide and support the team in resolving complex queries and seeing them through to successful outcomes for all
stakeholders.
One of the challenges I recently tackled was reviewing and improving our Change of Tenancy (COT) process. As the company grew, the volume of COT requests increased, presenting several challenges. By seeking guidance from internal and external sources, holding regular meetings, and collaborating with colleagues across departments, we were able to streamline the process. As a result, we significantly reduced both the number of outstanding COTs and the time it takes to process new requests.
A proud achievement for me has been building and growing the Account Services Team over the past year. We’ve welcomed new team members alongside long-standing colleagues, reviewed existing processes, and implemented new ones to align with industry requirements. Today, we have a collaborative, hardworking team that supports and encourages each other while working toward our shared mission and values—a reflection of the progress we’ve made together.
Looking Ahead
Looking ahead, I am currently working toward completing the ILM Level 5 Certificate in Leadership & Management, which I aim to finish by February 2025. This qualification will help me further develop the skills and knowledge needed to provide the best possible support and guidance to my team and the wider business. As Evolve continues to grow, I see the Account Services Team expanding alongside it to maintain our reputation for exceptional customer service. My role will focus on aligning the team’s objectives with the company’s aspirations, improving processes, and ensuring we operate as efficiently and effectively as possible.
Closing Thoughts
My advice for anyone considering a career in the energy industry is to be prepared for a fast-paced
environment where regulations and processes are constantly evolving. No two days are the same, which keeps the work both challenging and interesting. I recommend learning as much as you can from colleagues and staying informed through updates and correspondence from industry bodies to keep up with the changes.
As for my personal philosophy, I live by the mantra: "Always treat others as you would want to be treated yourself." I also believe that memories are better than dreams.
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