Skip to content

Supporting Front Line Teams Having Difficult Conversations

In this fireside chat, Customer Services Manager at London Borough of Barking and Dagenham Sabina Onwuka discussed her role and the projects she is currently working on.

More specifically, she addressed the following:

  • What are you views on what you and your team are seeing and having to respond to in terms of the latest impact of cost of living?
  • What topics are you dealing with and describe the type of people who use your service
  • Explain how this translates into needing to help front line teams have difficult conversations.
  • How have you trained and supported them?
  •  The challenges?
  •  Level of life experience and character needed to do this well.
  • What you have discovered along the way and how you have had to adapt and test new ways of supporting their effectiveness and resilience and the outcomes you want with the customer.
  • Any tips for others?



Sabina Onwuka

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Sabina Onwuka is a passionate and knowledgeable Public Speaker who engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, team motivation and confidence, she demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever.

Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

Keep up to date with the latest events, resources and articles.

Sign-up for the Engage Customer Newsletter.