Dean Kilshaw - One Of Our Customer Service Heroes

During Customer Service Week (week commencing 5th October 2020), we would like to highlight one of our many expert colleagues who demonstrate excellent customer service.

Dean Kilshaw began his career with Energy Assets at the beginning of the National Lockdown and has faced several struggles that a typical new employee would not usually have to go through. However he has overcome any difficulties he has faced and become an excellent Customer Service Advisor.

We invited him to give his thoughts on his time with us so far and how he delivers high quality customer service.


I began my role at the beginning of March 2020 roughly two weeks before the UK went into a national lockdown due to the current global pandemic. My main responsibility within the Customer Service Team is to look after the new connections for power ensuring that any new meters that are required are booked in and organised as smoothly as possible. To do this I communicate to the suppliers and customers along with other departments within Energy Assets.

Due to the pandemic the training required to complete my role has involved a lot of remote training. I have found this to be the most difficult part of beginning my journey with Energy Assets for obvious reasons. However, with the great support from my team and Team Leader, there has been support available for me which in turn has allowed me to deliver great customer service.

Good Customer service to me is always ensuring that you provide the best possible solution to the customer’s problem and building good relationships. Ways in which I try to ensure I am delivering good customer service is by making sure I listen to the customers queries and help them in any way I can. A lot of communication happens via email so I try and ensure I always keep the customer up to date with what is currently happening and ensure I respond to their queries in a timely fashion.

Dean’s accomplishments have not gone unobserved – his actions and expertise have made colleagues across out Customer Services department take notice. Sarah Stott, Team Leader said:

“I am extremely impressed with Dean’s approach and attitude – considering most of the ways he was shown in the beginning were ‘work-arounds’ as we all adjusted to a new professional landscape. In effect he had to relearn, quickly, what he had already been taught due to the changing pandemic situation. To learn a new job role remotely and for this to have no impact on the customers just shows that Dean is a great asset and a valuable member of the team. I look forward to working alongside him in the office environment and integrating him into the team.”

And Pauline Bryon, Customer Services Manager – Operations added: “I am really proud of what Dean has achieved since joining us - especially due to the fact his training has been done remotely due to lockdown. That is of course a measure of the hard work Sarah his Team Leader put in to support and train him as well. Great teamwork.”

For more information on how we work with clients please visit our Case Studies section of our website.

If you would like to find out more about working for Energy Assets you can view our current vacancies here.

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Please note: All photography was taken pre COVID-19.