Meet the team
Great service requires some brilliant people. So we thought we’d introduce you to the faces behind Thames Water Property Searches. If you have anything you’d like to talk to them about, they’d love to hear from you.
Nicola HigginsHead of Thames Water Property Searches
Nicola has worked for Thames Water since 2000 in various roles, ranging from Marketing, to Sales, to delivering enhanced Customer Experience through channel development. She joined Property Searches in August 2012 and has great plans to build on the wonderful service already provided by this experienced team. Enhancing our systems and developing our people will be key objectives for delivering a successful customer experience moving forward.
Hannah MarshallOperations Manager
Since joining Property Searches in 2003, Hannah has managed a variety of aspects of the business from customer service, search production, supplier and contract management and compliance. In June 2013 she took on the role of Operations Manager to oversee our production, supplier and IT teams to ensure we deliver exceptional service through our people, our relationships and system capabilities.
Sue StevensSales & Marketing Manager
With a background in customer service and sales, Sue enjoys working at an organisation that really does put the customer first. Having returned from working in the regulated side of Thames Water she brings a wealth of experience and focus in helping customers find the solutions they need. Sue also translates that into the Marketing function, ensuring customers receive the messages they need when they need them.
Jo FreemanCustomer Experience Team Leader
Jo has a history of working in top-class customer service and finance companies. Here, she leads a team of experienced advisors who are always on hand with useful guidance. The customer truly is the focus for Jo and her team, who regularly review how they can make our customer’s lives easier when it comes to searches.
Jason HarperAccount Manager
Before joining us in 2012, Jason was an estate agent for 15 years. He worked with companies such as Hamptons and Savills and was an active member of the National Association of Estate Agents (NAEA), so he knows a thing or two about property. Jason is responsible for maintaining and building relationships with our customers and helps them by identifying solutions to their search requirements. Jason also delivers valuable training on a number of current topics, including a CPD presentation on Sewer and pumping station transfers.
Emma TaitArea Sales Manager
Before joining Thames Water Property Searches as one of our Area Managers, Emma’s experience has been in Business Development roles for IT Solutions and Bespoke Media training firms. Most recently she spent 3 years with a consultancy focussing on Business Growth for Professional Services Firms. Emma is keen to work with both current and prospective client to help them streamline their conveyancing processes and compliance.
Bryan ParryArea Sales Manager
Bryan joined Thames Water Property Searches with a wealth of experience gained from a long naval career, followed by 3 years in a clinical sales role. Bryan enjoys representing such a highly reputed brand and plans to couple his consultative selling experience with his strategic planning abilities, in order to provide excellent property search solutions to the conveyancing community. Bryan looks forward to forming new partnerships on behalf of Thames Water with all those who might use Thames Water Property Searches’ services in the future.
Anita KalyanArea Sales Manager
A new starter at Thames Water Property Searches, Anita brings with her a wealth of experience. The majority of this experience has been within the IT managed services and IT recruitment. Anita always endeavours to go that extra mile for her clients. Being highly experienced in business development, she is able to help her clients streamline their business and assist them in growing their market share.
Renee TruterProduct Delivery Manager
Renee has more than 14 years’ wealth of property search experience behind her. Having worked in various roles from customer service, search compilation through to people management she now manages the overall production of Drainage and Water search enquiries. Bringing all her customer experience, history and focus into the fold, Renee’s vision is to ensure that we maintain our very high quality standards whilst ensuring that a first class exceptional customer service is always delivered. And in her view, this is what makes Thames Water market leaders.
Carl JohnsonBusiness Systems & Process Manager
Carl has been involved in the production and management of drainage and water enquiries for over 15 years and has been responsible for managing relationships with our suppliers for our ‘One Stop Shop’ as well as identifying and developing new products. In his current role, Carl is managing all of Property Searches IT requirements ensuring our systems are supported and continually developed to help with the delivery of Property Searches strategic plans.
Lou AndersonSupply Chain Manager
Since joining Thames in 2011, Lou has managed a variety of aspects of the business from customer service, technical, contracts and account management. In November 2015, Lou joined property searches. In her current role, Lou is responsible for managing relationships with our suppliers for our 'One Stop Shop' as well as identifying and developing new products and managing all contracts. Lou’s passion is to ensure we deliver exceptional service to our customers through building strong relationships with all suppliers.
Paula GrundyCustomer Experience Manager
After more than 12 years working on the regulated side of the business, Paula joined Property Searches in October 2015. Bringing a wealth of operational knowledge and experience, she is passionate about delivering clear, simple, high-quality customer service. With a strong background in customer experience, Paula has been pivotal to developing the way we communicate with our customers across all channels. She’s responsible for making sure we continue to deliver an outstanding service to each one of our customers.