ICE Cleaning Demonstrates Its Commitment To Customer Experience

ICE Cleaning is pleased to announce that Sophie Rioch has been promoted to Head of Customer Experience commencing 1st March. 

Sophie began her journey at ICE Cleaning in November 2020, after graduating from university with a bachelor's degree in English Language and Linguistics with honours. Upon her arrival, Sophie hit the ground running and played a key role in the launch of the Company’s new website, producing high-quality website copy and blogs which resulted in significant growth in organic traffic.

As a team of two, Sophie and Tom Colgan, Head of Marketing, built a new lead generation source from scratch through search engine optimisation and successfully doubled the number of service lines generating revenue from the previous financial year. This diversified portfolio soon attracted a range of notable clients, including Lanes Group, ENGIE, National Grid and the PGA European Tour, in turn heightening the reputation of ICE Cleaning.

Following her promotion to Content Manager in August 2021, Sophie directed all internal and external communications to effectively convey key messages which encompassed the brand’s core values to a variety of stakeholders. Sophie was heavily involved in the creation of ICE Cleaning’s first sales brochure, and worked closely with Global to construct compelling radio advertisements and HROC to create a sense of thought leadership in the British cleaning industry.

During this period, ICE Cleaning achieved national recognition for setting a new standard for hygiene and virus sanitisation amid the pandemic, which later resulted in the Company being shortlisted as a finalist in the European Cleaning & Hygiene Awards under the Start-up of the Year category.

In her current role as Brand Manager, Sophie is responsible for the integration of ICE Cleaning’s brand strategy across the various departments, encouraging consistency in the brand’s tone of voice across all online and offline customer channels. As Sophie enters her new role, she will maintain her focus on improving brand reputation whilst ensuring customer service excellence.

Commenting on her new role, Sophie said, “I’m incredibly excited to begin my next chapter at ICE Cleaning as Head of Customer Experience and look forward to working alongside the rest of the Senior Management Team to enhance the entire customer journey and maintain a high level of customer satisfaction.”

ICE Cleaning is currently rated 4.7/5 on Google and 4.5/5 on Trustpilot, and recently implemented routine feedback calls as part of its aftercare procedure to support customers once the service has been carried out. From March, Sophie will oversee the flow of communications across all customer-facing channels and derive meaningful insights for improvement based on customer feedback and reviews.

The addition of a Customer Experience Team will massively aid the Company in reaching its goal of becoming an industry leader for unrivalled customer service. The position of Head of Customer Experience is fundamental to ensuring a customer-centric attitude across all departments and advocating change where necessary to foster best-in-class service delivery.

Zac Hemming, CEO and Co-Founder of ICE Cleaning, added, "It makes me immensely proud to announce the promotion of our very talented Sophie Rioch to Head of Customer Experience.

"In my entire career, I can absolutely say, if there were to ever be one person that I had worked with that I would trust to represent ICE Cleaning and head up the Customer Experience Team, it would be Sophie.

"This newly founded Customer Experience Team is testament to ICE Cleaning's commitment to becoming the UK’s most customer-centric cleaning company and maintaining an outstanding brand reputation both in the UK and internationally."