October 2008

1. Issue 6
October 2008
Your Newsletter
Diary Dates Welcome! By Emma Keene
• 22nd Ocotober - Cor- Hello and welcome to the hope you have now had a
porate Conference October newsletter! Noth- chance to get your head
ing stands still in the land around the data (there was
• 31st October - Dress of Corporate Servicing a lot of it). We all need to
Down Day Bristol, does it? The re- work to ensure that this is
organisation seems like a second nature to us, by
long time ago now and it thinking about the cus-
• 15th November - Cake
seems and there is a real tomer through everything
Sale buzz around the office. I that you do. The support
(and the rest of the sup- team want to encourage
port team) have been im- you all to challenge us or
pressed at how positive your PSM if you don’t feel
everyone was about the that your customer is being
change and how well the treated fairly. By question- we won the battle and
new teams have settled. It ing the situation we can had a lovely holiday –
is always a risk that things really challenge what is fair however we probably
will get dropped when to the customer. Think won’t book with that
moves like this happen, but about the times you have holiday company again!!!
you have all worked very had contact with other
hard to keep some of the companies, how have you
key processes stable or felt when they have not It is important that we
indeed improved the posi- treated you as you would treat all our customers as
tion – in particular (a sub- expect? we would like to be
INSIDE THIS ISSUE:
ject close to my heart!) treated. TCF will help us
accounting controls. I feel do this and really make us
Front Desk 2 I had such an experience stand out against other
very confident that this
new structure along with on holiday, when we got companies – by doing it
Staff News 3
your ongoing efforts we to Kenya and we found will definitely help us
Department Develop- 4-5 will really make an impact out that the holiday com- move to become the most
ment on our ability to deliver pany had only booked us a trusted market leader!
constantly good customer half board holiday when it
Who Are You? 6-7 service. should have been all inclu-
sive! The resolution to the Hope you enjoy this edi-
issue was for the holiday tion of the newsletter!
In fact a recent batch of company to ‘speak to the
customer scope surveys* chap that we booked the Emma
have been encouraging, holiday with’ (about 2
they show an increased months prior) and ask him
number of customers pro- if he could ‘remember’ our
viding positive comments. conversation and if we
This is really encouraging booked an all inclusive – if
* Customer scope sur-
sign and I hope this is the he could they would hon-
veys are automatically
start of more to come. our it, if not it would be
generated surveys issued
tough luck! Is this fair?
to end customers (i.e. the
Well you should have all policyholder) to ask how
had your TCF briefings – I am pleased to say that they felt their transaction

2. P AG E 2 YOU R NEW SLETTER
Introducing the Front Desk
Some of you will have someone who could help
already & a request for
had some Ali Higham someone’s choles-
terol level!! Melanie will be leaving us
contact
with the If anyone would
front desk team, lead by like to spend a while lis-
Mel Beaton Ali Higham; however, for tening into to some calls,
those of you don’t know please feel free to come
who they are, you can over at any time & Ali can
now put their names to arrange for you to plug
the faces. into one of the call han-
dlers’ phones. Vicky and
Lucy from Mark’s team
Dawn has managed to
have already come over
get photos of Melanie
and spent some time with Jake Tucker
Beaton, Jake Tucker,
Cara and found it a worth-
Emily Durant, keith Pitch-
while experience. at the end of this month
ers, Holley Chapman and
Danny Lane. and plans to go travelling.
As new members of the
Melanie will be leaving us department, we haven’t And finally, if you didn’t
The only missing mem-
at the end of this month had chance to get to know already know, Vicky is the
and plans to go travelling. bers are our two part
the guys that well yet, but new ‘voice of AXA’.
timers, Vicky & Pat.
here’s a few bits of info on
(Vicky works term time
some of the team:
only and Pat works Tues- If you want to find out
days & Wednesdays more – come over and
only). Steve has recently com-
pleted 20 years’ service at
AXA.
The front desk are cur-
rently taking around 220 Danny is getting married
Keith Pitchers calls a day, mainly from next April in Cuba.
policyholders and IFAs. Keith used to own a health
Approximately 25% of food shop down the
these calls end up being Gloucester Road.
for other departments,
along with a few random Emily Durant
Cara will be starting a
calls for taxis, queries on
nursing
electricity bills, Nation-
wide Mortgages, an insis- course in January and her
tent HSBC customer who long term aim is to be-
come a midwife, so she Danny is get-
Keith used to own a health took some time to con- ting married
food shop down Gloucester vince that we were un- may be delivering some of
next April in
Road. able to put her through to your babies in the future! Cuba.
Holley Chapman Danny Lane

3. I SSU E 6 P AG E 3
Staff News
From Bernie’s team, we For Leo’s team, we’ve got
wish Kate Hobbs a very the following birthdays com-
happy birthday for the 28th ing up:
October. Rumour has it
there will be a night out on
the 31st of October with Leo 24 October
some colleagues - we’re Abby 29 October
looking forward to the Face-
book tagging already!
The board on pillar 2 dis-
plays Team East’s birth-
days. This means we know
when to decorate which
desk, and when to expect
Also, Georgie is leaving us cakes! (the latter is, of
for her maternity leave on course, not necessary, but Please remember that if you
the 24th October. Time has highly demanded...) have something you wish to
gone rapidly and we’re all publish - including staff news
curious and waiting for the - do let us know. Managers
newest addition to Family are often busy so we appreci-
Hall to appear. Georgie, we ate anyone’s input, ideas and
wish you all the best and suggestions, provided they
look forward to seeing the are relevant for everyone to
little one in the near future! read.
AXA Stars, E-Cards and Manager Thank You’s
Well done to everyone on Graham Denton received a
Emma Keene’s team who Stu Mallett received a Man- Manager Thank You from
was awarded an E-Card: ager Thank You from Jay Paul Wiseman for assis-
Satsavia for helping to tance on the Hercules pro-
Ade Henley build the complaints data- ject.
base.
Sorcha Price
Matt Pearce Sorcha Price received a Last month we welcomed little
Catherine Johnson re- Manager Thank You from Shay Withey, and this month
Rachel Jenkins ceived a Manager Thank Tarna Hillier for her urgent we show of his picture.
Catherine Johnson You from Paul Wiseman for attention and assistance
(twice!) assistance on the Hercules with internal transfers.
project. Thanks, Bernie!
Stu Mallett
Did you know… Did you know…
About The Riding Club? That Liga Dzene can offer you Life Coaching?
Some AXA employees “For the past 2 years I have been actively involved in personal
who are mad about development. I have attended many seminars and read lots of books
horses (and own their to improve my own performance and quality of life.
own) plan a get together
to discuss ideas, venues, Now I am taking next step further to help other people to develop
the future of the club etc. themselves. A few months ago I started a course in order to become
If you’re interested about a life coach. Life coaching helps individuals bring out their true poten-
horses or have your own, tial and get better results in life. If you would like to know how it
and want to join, please works just come and talk to me. I am offering free sessions as part of
contact Stephanie Wool- my course.
lon in AXA Life. Have an Outstanding Life!
Liga”

4. P AG E 4 YOU R NEW SLETTER
Roadmap Update—Customer/TCF by Jodie
Coombs and Emma Keene
Over the past 6
months the manage- every person in our business on the new
ment teams in Bristol department going for- Embassy platform.
and Basingstoke ward. They will ensure
have been working their team establishes Needless to say, we still
together to establish and regularly reviews have lots to do! Some
cross site working the TCF Charters and of the things we will
groups to carry out contributes to our TCF continue to work on will
actions and initiatives board. We have also be increasing the feed-
around different sec- helped in the introduc- back we seek and re-
tions of the Road- tion of call handling ceive from our custom-
map. training, initially rolled ers, to find out not only
out in Basingstoke. The what they do not like,
From Bristol, myself, result of this has been but what they feel we
Ro and Emma are great, with the standard do well. We will be hold-
part of the of service being pro- ing regular quarterly
TCF/Customer Group vided improving con- business reviews with
and from Basing- siderably. This is soon key customers to en-
stoke Rowan Hard- to be rolled out in Bris- sure they get everything
ing, Jason Mcguire tol where we are confi- the need from AXA and
and Claire Thompson dent we will see the feel they are valued and
complete our team. same results! We are well looked after; where
Over the past few also seeking more cus- possible we will have
months we have tomer feedback and representation from
‘’One fails, all fail. One been meeting and trying to use it to help both Lamda and Em-
succeeds, all succeed’’ talking to ensure best benefit the corporate bassy to demonstrate
practice is followed in business. From TM call that we are one com-
- Dale Harding outs we are identifying pany offering a consis-
our area throughout
both sites. We have customers that are very tent service, irrespec-
made some really pleased with the ser- tive of where the
good progress in the vice we provide, and schemes are looked
time we have been passing this feedback after. We are hoping to
together, including to the Client relation- finish the Health checks
the introduction of the ship team. They are on our ‘Top 30’ ac-
TCF Champions who then going to see if counts, with only 6 left
will be key in their these customers will to complete!
teams to ensure TCF provide testimonials for Jodie
remains a priority of AXA which could really
help us secure more

5. I SSU E 6 P AG E 5
SCOPE
Soon there will be a new SCOPE survey going
round the department. As you can see on the
SCOPE display in the department, all dimensions
have reached their targets, some by specific indi-
vidual implementations being carried out while oth-
ers were covered by the reorganisation. However,
we still need to have your feedback in order to move
forward. If you’re interested in helping out with
SCOPE, please let Leo Coombes know.
Words from Ro...
Hi guys, customers and it is SCOPE team this
pleasing to hear anec- year and I can con-
dotal feedback improv- firm that SCOPE is
It’s now 6 weeks since
ing all the time. regularly discussed
our OD changes and it
as part of Donna’s
feels as though things
team
are settling down It was great to see so
meetings.
nicely. As a manage- many people out at the
ment team we always AXA Ball recently. To
knew that a few issues me this is a real indica- I hope
would arise for us to tion of how people feel that you
sort out. My view is about their working en- are all
that these have been vironment. As a meas- looking
handled well by all ure of success we were forward to
involved. The real the best represented our Client
measure of our suc- department by a good Services
cess from these or- margin, which is great. Confer-
ganisational changes Mrs O is looking for- ence on
is feedback from our ward to next year’s the 22nd
event already, so October. I can con-
I must have be- firm that a lot of effort
haved well.... is going in to make it
a special day for all.
Please take the
opportunity to Please keep your
complete the views coming back to
PMIS survey. This us in the manage-
will be followed in ment team.
November by the
SCOPE survey.
Cheers, Ro
I’m pleased with
the efforts of our

6. P AG E 6 YOU R NEW SLETTER
Who are you? Dawn Jessopp
How long have you been with AXA for?
It’s a two month contract, so that would have
started… 9th September 2006. Go figure.
What is your full name and
where are you from?
What is your favourite
Dawn Thomson Jessopp, from TV show?
a weird mix of Lincoln, Lon-
Dr Who. There are
don, Bristol and St Andrews.
other things on TV?
If you won the 100
What do you think of the Million pot, what
department reorganisa- would you do?
tion so far?
Be very surprised.
I’d probably give a
Apart from scary volumes load to St Michaels
of work due to holidays Church across the
and vacancies, I really like Where do you see yourself in 5/10 years? road, and buy my-
my team and the idea of Back home in Scotland would be nice. I’ll self a wee flat some-
being able to focus on a probably still be in the financial industry, as I where. A new com-
specific selection of IFAs find it all really interesting, but my favourite puter would be nice,
to build stronger relation- sort of work here is the big messy investiga- with a decent graph-
ships. I’ve already got a tions so I’d rather like a role which features a ics card for World of
lot more varied experi- lot more of that. Warcraft and some
ence after coming out of programming soft-
Small Schemes, and ware so I can mess
hopefully that will con- around with that. I
tinue over the coming could do with some
months. new baking tins, too.
What are the 3 key elements
that we have to demonstrate for What is your current
AXA to become the 2012 role?
Trusted Market Leader? Level 9 CSR, with a
I think we’re currently supposed few random extras for
to be Reliable, Accurate and fun – SCOPE, the
Available. newsletter, TCF rep.
Have you got any
nicknames? What
would you like
your colleagues to
call you?
Where to sheep come from? Dad sometimes
refers to me as
The sheep factory, which is probably in China or
The Miniature
Korea.
One, but we can
stick to ‘Dawn’.

7. I SSU E 6 P AG E 7
Who are you? Logan Blackmer
What is your full name
and where are you Have you got any nicknames?
from? What would you like your col-
Logan Reid Blackmer. I leagues to call you?
was born in NH in the No nicknames that any friends
United States, but…well call me, just family and Jessica. What are the 3 key ele-
yah I suppose that’s ments that we have to dem-
the closest I am going onstrate for AXA to become
to get as to where I am the 2012 Trusted Market
from. Leader?
Care, Competence and Reli-
ability.
What is your current
role?
Sco Support
How long have you been with AXA
for?
What is your favourite TV
About 9 months.
show?
I don’t watch TV all that often
but Scrubs and the X-Factor
Rumour has it you’re getting mar-
If you won the 100 Million pot, ried. Who is the lucky lady / could
what would you do? you spill any gossip (info ex-
change) about the big day?
I have absolutely no idea. And
the ideas that I do have would Her name is Jessica =). Lucky?
make this answer really long! Hahah I don’t know about that, I
Of course saying I have no am the lucky one here. Depends
idea then I do have ideas is a what you want to know…? We are
bit of a cancellation state- getting married January 3rd in
ment…I know that I wouldn’t Reading.
keep it all though. That’s just
an obscene amount of money
What do you think of in the first place!
the department reor-
ganisation so far?
I think it has helped
individuals realise their
potential. It has been a Where do you see
bit tough with the work- yourself in 5/10
load and I think we years?
need more resource Acting, doing PR
but things are holding work or owning my
steady a la mo. It was own business.
definitely a big change
and took a lot of guts.

8. Find AXA Corporate at
Http://lifenet.axa.inraxa/icaatcontrol:id=lifecorp-1
dawn.jessopp@axa-sunlife.co.uk
hanneke.budianu@axa-sunlife.co.uk
Your Newsletter is produced by Hanneke Budianu and Dawn Jes-
sopp. A copy can be found in the shared area along with all
previous editions, saved in J:AXA-Admin-Centre-
PensionsNewsletters. Please have a browse.
Comments, suggestions and other thoughts are always welcome, as
are any stories or articles which you want to be featured next
Treat Customers Fairly!
month.
The AXA Ball—4 October 2008