Colleague Spotlight: Maddy Matthews – Customer & Operations Project Coordinator

Now working as a Customer & Operations Project Coordinator, Maddy plays a key role in keeping communication flowing smoothly across complex, customer-focused programmes.

“There’s no such thing as a typical day,” Maddy explains. “My role is very much about bridging the gap between operations and customers – feeding customer insight into operational planning, and making sure anything happening on site that could affect people is clearly communicated.”

Working predominantly on planned works, Maddy’s role sits at the centre of a four-way conversation between customers, customer teams, operations and the wider client environment. It’s a balancing act that requires organisation, adaptability and strong communication – particularly in an industry where plans can change quickly.

What attracted Maddy to Cappagh Browne was the opportunity to learn something completely new. Coming from a creative background with a degree in fashion design, the water and wastewater sector was unfamiliar territory. “I knew nothing about the industry before I joined,” she says. “But that’s what made it interesting. You start to realise how vital this work is to everyday life – things people usually take for granted.”

One area Maddy is particularly proud of is her contribution to the Clean Rivers and Seas programme, where strong customer engagement has helped support high satisfaction levels. “Knowing that the work we’re doing is making real progress towards protecting the environment and bathing waters is a really good feeling,” she says.

Since joining the business, Maddy’s skill set has expanded significantly – from learning new systems and strengthening her Excel skills, to developing what she describes as her “organisation and logistics brain.” She’s also recently stepped into a newly created role, designed around her strengths and growing involvement across operations and customer activity.

“The support here has been incredible,” Maddy adds. “Senior managers are approachable, and there’s a real openness to questions and feedback. It feels like a flat structure where your voice is valued.”

That culture is a big part of what keeps her motivated on tougher days. “Problem-solving can be challenging, but you’re never on your own. There’s always someone willing to help, and that makes a huge difference.”

Outside of work, Maddy’s creativity comes to life through arts and crafts – particularly pottery and working with clay. “That’s my switch-off time,” she says. “I like getting stuck into something hands-on.”

Asked what advice she’d give to someone thinking about joining Cappagh Browne, her answer is simple: “Get ready to learn. I’ve learned more in the last 10 months than I ever expected – not just about the industry, but about how I work best too.”

Quick Fire Q&A

Tea or coffee?
Coffee

Early starts or night shifts?
Early starts

Site or office?
Office (with a growing appreciation for site!)

One word to describe Cappagh Browne?
Interesting

If you could swap roles with anyone for a day?
One of the operatives – to experience the work on the ground first-hand and see the challenges they face day to day.