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."
Speak with me today,
I’m here to help
By asking you a few questions either via phone or email I can immediately provide a realistic estimation of the cost.
You’re in good company. We’ve cleaned for the following commercial clients… View all
6 months ago
Ice did a brilliant job and I would highly recommend them. Reilly in the office booked everything in and was most helpful, and then Harry came and…
7 months ago
We had a pressing need to address concerns regarding a clean up of a Trauma site. Ice Services and Zoe were responsive, informative and professional.…
8 months ago
I’ve used ICE Cleaning a few times and the service has been absolutely terrific. Paul Gimenez was incredibly helpful and dealt with everything…
8 months ago
Power cleaned my external brick walls and look very good. They were punctual, hard working and respectful. I would recommend them with no hesitation.
9 months ago
Booked ICE Cleaning at short notice to help with the clean-up of our outdoor Event Site in Central London. Whilst they were unable to assist with our…
1 year ago
From start to finish, booking in with Jess in the office to Mark and Lee turning up for app 5-star service from start to finish..Quick turnaround…
1 year ago
We recently used ICE Cleaning to assist with the cleaning of communal areas and flats following a fire in a service riser. I initially spoke with…
1 year ago
Very professional and the sales team are very helpful and easy to deal with. The job was carried out quickly and professionally and the site team…
1 year ago
ICE Cleaning is a great company to work with! They have been cleaning our office for two years, and we are thrilled to have them as part of our team.
1 year ago
ICE Cleaning Solutions is a serious and responsible company that takes pride in their work.
1 year ago
Very impressed with ICE cleaning, really efficient and had good service. Dealt with my mould issue in my gym really well and couldn’t be…
1 year ago
We used ICE Cleaning at BT Sport for a Cage Warriors event in our studios. In previous years this event had caused multiple problems due to the risk…
1 year ago
ICE cleaning cleaned the floors and carpets of our school to a very high standard. The team was friendly and efficient and we were very happy with…
1 year ago
ICE cleaning completed a commercial clean for us. They were very professional, prompt, responsive and they event went back the next day to finish…
1 year ago
Zoe as the first point of contact was extremely helpful and efficient. The decontamination of toxic mercury from my mother’s garage was…
1 year ago
I was dealt with very professionally from first contact through to completion. The people are pleasant and knowledgeable, the work was carried out…
1 year ago
Fantastic service, the technician was very understanding and talked us through the process and was happy to answer any questions. Work was completed…
1 year ago
On calling ICE following a spillage, I first came into contact with Zoe. At all times Zoe was courteous, calm and professional. I asked her to call…
Why choose us?
- Cater to a wide variety of cleaning situations
- Nationwide coverage, available 24/7
- Cater to commercial and domestic clients
- Free survey provided prior to quotation
- Emergency response team
- Offer a bespoke service designed to suit all your needs
- All technicians hold professional health and safety qualifications, including BICSc, IOSH, Dewpoint Professional & Safe Contractor
We’re fully accredited
We place best practise, professional expertise and health and safety at the core of our business. We’re fully compliant with all legal obligations. You can view a list of our accreditations below, or visit our Health & Safety page for more information.