Introducing our 2025 Service Champions
At Rendall & Rittner, we understand the importance of delivering a highly professional service to all our clients, customers and residents. Our people are at the forefront of achieving this and we believe it is crucial to recognise and celebrate the achievements of those who have gone above and beyond to deliver the highest level of service. Spotlighting those that deliver this whilst focusing on our values, our office-based 2025 Service Champion awards were recently announced following numerous nominations from our people.
Our 2025 winners, Mike Poshteh (Utilities Team Manager), Coco Nash (Senior Property Manager) and Jamie Mead (Senior Portfolio Accountant) were presented with our Service Champion awards.
Mike was celebrated by colleagues for having “a wealth of knowledge that he is always willing to impart”, whilst Coco received recognition as someone that “will always go out of her way to solve a problem.” Colleagues also noted that Jamie “provides a level of service that is extremely rare.”
To mark Customer Service Week, we spoke to our Service Champions winners to hear their perspective on delivering service excellence...
How does it feel to win a Service Champion Award, and what does this recognition mean to you?
Mike: It feels great to be recognised for the hard work that’s been done! The role can be difficult at times due to lots of deadlines and often urgent tasks. To receive an award in front of the many colleagues that we have at R&R makes me proud!
Coco: An achievement! The recognition means to me that my partnership with residents is visible and that I work with great colleagues and a manager who enables me to achieve this.
Jamie: It was lovely to be recognised for the Service Champion Award, particularly how many people from different departments came up to me afterwards to let me know that they had nominated me.
What does service excellence mean to you, and can you share a moment when you felt proud of the service you gave?
Jamie: Having worked in customer service roles for most of my working life I have developed my own attitude towards providing customer service - treat every customer the same way you treat your favourite customer.
I am most proud of both earning myself a promotion earlier this year and being nominated for the service I provide to all that require it.
Do you think little things or big gestures make the biggest difference to customers?
Coco: Both I think, whether it’s acknowledging you’re looking into something or have directed it to appropriate team or being available in whatever form of communication is best whether it’s face to face, email or phone, and providing a considered, knowledgeable, meaningful reply.
What does R&R’s internal mantra ‘Think Like a Customer’ – mean to you in practice, and can you share a time it helped turn a situation around?
Mike: I believe it means being able to empathise with clients and lessees and really understand their needs to make the service more personalised. We understand that many lessees are feeling the inflationary cost pressures that are impacting service charges. The tendering that we do as part of the utilities contracting cycle is to ensure that they receive good value for money.
The most recent memorable example was off the back of a complaint involving an MP from a registered Resident Association. The Property Management team and I held a call and explained the tendering process, after which they understood and the complaint on those elements was withdrawn.
What advice would you give colleagues about keeping customers at the heart of what we do?
Coco: No one’s natural state is to be too demanding or horrible – it’s a cry for help. So I’d advise seeking support whether it’s from your manager or another team or via training, so you can help the people that need help from you. If I am taking too long to do something, usually I realise I need support from somewhere!
Looking ahead, how will you continue to role-model service excellence?
Mike: I will continue to be available for stakeholders and colleagues. I know that queries are often raised with very little notice and with great urgency. If Property Managers also are arriving at a deadlock position on the utilities with a stakeholder, they can always send me an invite to discuss the matter.
Many congratulations again to Coco, Mike and Jamie our 2025 Service Champions!
