Northern Powergrid



Powergrid employee talking to customerNorthern Powergrid, the company responsible for the electricity network that powers everyday life for more than 8 million people across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, has put its power behind this year’s National Customer Service Week.

The network operator has spent the week showcasing and celebrating high quality customer service as part of its ongoing commitment to delivering a customer first culture across its business.

Throughout the week, Northern Powergrid has shared with colleagues insight on the changing face and needs of customer service, celebrated colleagues who’ve demonstrated a 10 out of 10  service and talked about how different customer service approaches and channels will play a huge rule in supporting how the company delivers its services in the future.

As part of Customer Service Week, Northern Powergrid executives and managers also got out and about, in a COVID-19 Secure way, to meet up with some front line teams.  During the socially distanced visits they talked with colleagues about how customer service is integral to every part of Northern Powergrid’s business – and Emerging Thinking around its next business plans for 2023 and beyond. 

The network operator also shared with colleagues insight from The Institute of Customer Service about how customer expectations are evolving, how peer coaching can support a customer first culture and why delivering on promises builds trust and satisfaction with internal and external customer whilst being rewarding for the individuals who’ve made a positive impression on a customer’s day.

Louise Lowes, Northern Powergrid’s Customer Service Improvement Manager, said: “Delivering a 10 out of 10 service is about ensuring we Make Every Contact Count with our customers every day, of every week, of every year. National Customer Service Week gives us a real opportunity to reflect on this, the important role we have in powering peoples’ lives and how we can provide a fast, friendly and quality service that supports our customers. 

“Through our programme of activity we also get thank our colleagues who embody what being a customer service champion is all about, show how they have made a difference in their everyday working life, particularly during these challenging time, and demonstrate how our Customer First training programme is training our people to deliver to the high standards our customers expect and deserve.”

Louise added: “The week has also provided an important opportunity for us talk about customer service in the future. As part of our Emerging Thinking for our future business plan, we are asking our customers for their views on how we deliver customer service in the future, what ways they would like to talk with us and what are their priorities when it comes to supporting their needs. We ‘re encouraging people to get involved in a range of polls and events we’re hosting so they can have a say on how the money they pay as part of their network-related charges on their bill from their chosen electricity supplier is invested in the future.”

Northern Powergrid is currently exploring the best ways it can support the communities it serves and powers in the future. Customers interested in sharing their views on everything from safety and network reliability to decarbonisation and customer service can visit the company’s dedicated microsite to contribute to the building of the electricity network operator's 2023-2028 business plan.