The Customer Conduit
When you’re managing multiple orders, moving assets and people, you need switched-on team-mates who actively connect ideas and information.
We’re not interested in gatekeepers. Nothing is passed over, ignored or shelved for later. Instead, we champion transparency, open communication and early intervention, because we know that’s how problems are solved before they can escalate.
As Customer Service Manager, Anna Mendham has oversight of orders, production and delivery, giving her a clear, end-to-end view of every customer order. She acts as a central point of connection between teams and customers, ensuring issues are properly understood and resolved with care.
The learning behind the action
In 2025, Anna completed her Level 2 Principles of Customer Service qualification, formalising the experience she’s built over years in the business.
“The course reflected the real challenges I face day to day,” Anna explains. “It helped me step back and look at systems, communication and problem-solving from a bigger-picture perspective.”
That learning has translated directly into action. Since formally stepping into the role in October 2025, Anna has introduced clearer information flows and improved reporting structures, helping both customers and internal teams stay aligned.
Building on Ecoglass’s existing complaints framework, Anna is now focused on strengthening turnaround times further. Looking ahead to 2026, her ambition is to ensure customers receive clear insight into resolutions and outcomes within seven working days, reinforcing trust, accountability and transparency at every stage.
Investing in people to do better by customers
Anna’s role is a clear example of what our latest campaign, ‘People not Numbers’ looks like in practice. By investing in Anna’s development and giving her the space and confidence to refine systems, we are strengthening the customer experience from the inside out.
This isn’t about quick fixes or short-term wins. It’s about building capability, confidence and clarity into the roles that matter most to you, our customers. By supporting internal growth, we create better outcomes for our people and our customers.
Because at Ecoglass, great service doesn’t happen by chance. It happens when the right people are empowered to do the right thing, every time.