Colleague Spotlight: Bollie Wu, Customer Representative and Liaison Officer

Working within Cappagh Browne’s Clean Rivers and Seas Initiative, Bollie’s role covers customer support, site visits, administration and problem-solving. Things can change quickly, but her priority stays consistent: making sure customers feel informed, listened to and supported.

One of the most rewarding parts of Bollie’s role is seeing a customer concern through from start to finish. For her, the best moments come when a customer feels reassured that their issue has been properly investigated and resolved.

Bollie also helps residents understand the wider purpose of the work. Heavy rainfall can send run-off from roads, roofs and pavements into the sewer network, increasing pressure on the system and contributing to storm overflows. By speaking directly with communities, she helps explain why the Clean Rivers and Seas Initiative matters and how it supports cleaner rivers and seas.

Before joining Cappagh Browne, Bollie worked as a Police Constable, a role that required resilience, composure and strong communication. Those skills have carried into her current role, particularly when handling difficult conversations, adapting to change and staying calm under pressure.

Since joining the business, Bollie says she has continued to develop her skills in conflict resolution, de-escalation, empathy, active listening and time management. In a fast-moving environment, being able to prioritise and adapt has become essential.

Asked to describe her team in three words, Bollie chose: hard-working, essential and respectful. That respect is also what stands out to her about the culture at Cappagh Browne.

“No matter the difference in role titles, we all get treated the same,” she said. “It doesn’t matter if you have just started in the company, or you are a seasoned veteran in your role with years of experience, everyone speaks to each other with the same respect and understanding.”

On tougher days, Bollie says the support of a good line manager makes a real difference, giving her the confidence to speak openly and honestly.

Away from work, Bollie enjoys photography, going to the gym and watching horror films.

Whether she is on site, in the office or speaking directly with customers, Bollie brings calm, care and clear communication to a role that rarely stands still.