Gemma does the double – she win’s a second Kudos Award

Gemma Hyland has proved she is dedicated to supporting both Catalyst customers and her colleagues – an approach to her work that has earned her a second Catalyst Kudos Award.

The customer services advisor first won the quarterly award at the end of 2023.Now she has won it again for the second quarter of 2024.

The Catalyst Kudos Award recognises all-round customer service and workplace excellence and is decided, in part, by votes caste by colleagues.

Catalyst Services UK delivers a range of high quality belowground and home emergency services on behalf of a growing number of insurance providers, insurance brokers, and loss adjusters.

‘Example to us all’

Yvonne Bardsley, the company’s Business Improvement Manager, said: “Gemma’s colleagues praised her for always going the extra mile, providing excellent service, and maintaining a high level of professionalism.

“She’s an example to us all in terms of her dedication to helping others.”

She was presented with her award – £100 and a bottle of bubbly – by Catalyst Managing Director Brad Jackson. He said: “I’m pleased to see Gemma win the Kudos Award again. It shows her consistency in always doing the right thing for customers and colleagues.”

Gemma joined Catalyst in October 2022 and is a member of the Home Emergency team, which provides insurance policy holders with a wide range of reactive services, including drain unblocking, plumbing, roofing and boiler repairs.

Working together as team

She was shocked, she said, to have won the award for a second time, but very pleased.

Gemma added: “I’ve always worked in customer service and hospitality and am passionate about giving people the best service. I treat our customers like friends in need. I don’t want to let them down.

“Everyone at Catalyst works well together as a team. If I have a spare moment, I always offer my help to my colleagues, for example to support their administration work, or just make them a drink if they’re very busy.”

Like her colleagues, Gemma pays particular attention to supporting vulnerable policy holders. She explained: “One Friday afternoon, I was assisting an elderly person who had sewage in her garden.

“I didn’t want to go home without knowing she would be looked after, so I stayed at work until 7.30pm to make sure drainage team was on site and fixing the problem.

“A few days later, the lady’s son contacted my team leader to say his mum was very grateful for the service we provided. It really nice to think we can make a big difference for our customers.”

Gemma will now be entered for the annual Kudos Award, which will be decided at the end of the year.

Find out more

Go to the Catalyst careers page for more information about working with us and to view current vacancies.