Northern 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 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 shared with colleagues insights 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 support how the company delivers its services in the future.
As part of Customer Service Week, a session was held with colleagues to talk about the vital role data and digitalisation will play in supporting customers now and in the future. Members from Northern Powergrid’s senior leadership team also got out and about to meet up with frontline colleagues to hear their thoughts on how the network operator can improve customer service. During the visits, they talked with colleagues about changing customer expectations and how enhanced customer service is at the heart of Northern Powergrid’s draft 2023-28 business, which the network operator is actively seeking feedback on.
Northern Powergrid also shared with colleagues insights from The Institute of Customer Service and a representative from the organisation joined one of company’s Customer Service Workshops to see how the network operator supports its frontline teams so they understand the importance of and ways to deliver consistently strong customer service.
Louise Lowes, Northern Powergrid’s Head of Customer Service, 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 to thank our colleagues who show what being a customer service champion is all about, highlight how they have made a difference in their everyday working life and demonstrate how our training programmes can help our people 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 draft business plan, we’ve shared our proposal for how we will deliver customer service improvements. We’ve set out our plans to introduce new channels, greater on-site support and choice when booking planned services, and providing greater choice and flexibility for customers on how and when they can interact with Northern Powergrid. We hope people will share feedback on whether they agree with our proposals.”
Northern Powergrid is currently engaging with its customers and other key stakeholders to understand if they agree and accept its proposals in readiness for submitting its final business plan for 2023-28 to the energy regulator, Ofgem, on 1 December 2021. To share your views click here.