Meet the Team: Hays Barber, Customer Experience Manager
Our Meet the Team blog series highlights the amazing people behind Moixa. A huge thank you to Hays Barber, our Customer Experience Manager, who sat down with us to talk about Moixa, her role and the energy industry.
Hayley joined Moixa as Customer Experience Manager in October 2018, leading our customer experience and support team. She is responsible for looking after our post-purchase customer support and engagement, as well as driving improvements to our internal processes and ensuring customer advocacy is at the heart of what we do. Hayley has over 7 years’ experience in customer focussed roles and worked at Havas and Dotmailer prior to joining Moixa.
How did you hear about Moixa?
I initially read about Moixa in the news when the Manchester office was opened. The company caught my attention, I kept it on my radar and when I saw a role I decided to apply.
What made you want to join the team?
I was excited to join a company that combines software with helping the environment, it was a great opportunity to work somewhere that delivers something innovative and with a conscience. I also wanted to work for a smaller company who were agile, where decisions could be made quickly and with lots of opportunities to manage that change myself.
Working at Moixa is pretty empowering, there isn’t a set of rules to follow as we do a lot of things that haven’t been done before. It is a new industry so we can be creative about the experiences we develop. I love that at Moixa we can deliver, delight and through that, help the company succeed.
I engage with our customers regularly and the way that they feel about energy is incredible. They are so passionate about making a positive change in the world and about our solar battery, our customers really are our biggest cheerleaders. It’s great to work in customer experience where people are truly passionate about the product.
Why do you think customer’s are so passionate about the Moixa Smart Battery?
Possibly because it is a high value product; and you do tend to see more customer engagement with that. However, I do thank a huge part of it is the renewable energy aspect and how people want to live more responsibly. Our customers want to be part of the Moixa tribe and accelerate towards a future powered by renewables with us.
A key part of your role is dealing with customer issues – what are the key skills you need to handle this?
I think there are two parts to this answer, the first skills are empathy and honesty. If you can’t practice empathy and put yourself in your customer’s shoes to really understand the problem, then you aren’t going to find a resolution that you are both happy with. It’s the same with honesty. If you can tell a customer the truth, so you both have equal understanding of an issue, then you are more likely to agree on a solution.
The second part to this is potentially less of a skill and more of a mindset? To be really successful in this role I think that you need to have a dogged determination to discover the root cause of issues and fix them so that no one else has to deal with the same issue. If you are able to resolve the root cause, you improve the experience for everyone.
What defines a successful month, day or week for you and your team?
It’s the small things like a good Trustpilot review or great feedback from a customer about Moixa.
What is the most interesting thing that you have learnt?
It has been great to learn about how much the social housing sector is doing to be cleaner and greener. I love that local councils are funding this tech and making it accessible, so everyone can be part of a greener future.
When did you first learn about renewable energy and the importance of it?
I’ve been an advocate for renewable energy ever since I was a young adult, so it is great to see the wider population becoming more educated about it. I remember when I was a kid, no one recycled, now it’s normal to have three bins and separate everything! In our house, we don’t drive, we recycle everything and try to keep our carbon footprint very low. We are very proud to be in the bottom 5% of energy consumption for our household type!
That’s amazing, do you take any other steps towards reducing your impact on the environment?
We have a worm farm, then we use the compost to grow as much veg as we can, and we also plant bee friendly flowers!
Finally, what is the one thing that we should know about you, that isn’t on your CV or LinkedIn profile?
I like to make things with me hands. I make ceramics, knit and I love to build things. It is great to get away from the computer and make something with your hands. Plus, it is great to always have something ready to give as a gift!