Ceylan Bilal

Joined Wandle: 2023

What do you do at Wandle?
I lead the Contact Centre and Failure Demand Team, overseeing customer escalations, complaint resolution, and Housing Ombudsman cases. My role focuses on improving the customer experience, resolving complex issues, and ensuring we deliver positive outcomes for residents.

Why did you join Wandle?
I first heard about Wandle through industry contacts during an external meeting. The positive feedback I received from colleagues and peers about the organisation's culture and values encouraged me to explore the opportunity, and I'm glad I did.

What do you enjoy most about working here?
One of the main reasons I enjoy working at Wandle is the strong team culture and the people I work with. There is a genuine willingness to support one another, share knowledge, and collaborate to achieve the best outcomes for residents. I also value the development opportunities available, which have enabled me to broaden my skills, take on new challenges, and grow into leadership roles within the organisation.

How has Wandle supported your development?
Wandle has been very supportive of my professional development. My manager and the HR team have encouraged me to attend training courses and development programmes, giving me opportunities to build new skills and continue progressing in my career.

What would you say to someone thinking about applying?
If you're looking for an organisation with a supportive culture, great people, and opportunities to develop your career, I'd definitely encourage you to apply. While the work can be challenging at times, those challenges create valuable learning experiences and provide opportunities to make a real difference for residents.

Fun Fact
My colleagues say I don't take "no" personally. I just treat it as the starting point for a negotiation! Nobody ever says no to me... although some people have been known to say, "Let's just do what Ceylan wants and save ourselves the debate!" 😂