At Energy Assets we pride ourselves on our customer service skills. We train all of our employees to provide excellent customer service to each and every person who calls or emails in to us for help.
We are proud to provide timely, empathetic help that keeps our customers’ needs at the forefront of every interaction. For Customer Service Week (w/c 5th October 2020), we have invited several of our expert employees who work across our Customer Services Departments throughout the Energy Assets Group to talk a little bit about what good Customer Services means to them:
John Brown - Customer Support Co-Ordinator
I’ve worked with the Energy Assets now for nearly 4 years and for me I’d say one of the main things I like about working in Customer Services is that we don’t have one specific job role or responsibility. We need to have a good understanding of the business, inside and out, as what we do could have implications for other departments so we’re constantly liaising with various departments such as Technical Support, Finance and other Operational teams.
On our journey to providing good customer service I enjoy learning new things to have as good an understanding of multiple roles and their challenges as we can so we do our job as effectively as possible.
For me customer service isn’t just about meeting customers’ expectations and providing excellent service, these really should be the basics of any successful business. To do all this we need to have a good team around us and the knowledge to solve problems effectively and an understanding of who to collaborate with to provide the best service that we can to our customers.
Jen McGill - Customer Support Coordinator
I have worked for Energy Assets for 5 years and I enjoy the challenge and variety of my role. I have been able to develop my knowledge of both gas and power due to the number of different types of queries that we receive.
To me Customer Service means going above and beyond to keep the customer happy, most of the time being proactive rather than reactive to alleviate potential queries, with a positive attitude.
Sally-Ann Harrison – CSA
I have worked for Energy assets since 2016. I started off in the Planning Department and interviewed in 2018 for a new role within the Customer Services Team.
My role within the team is to handle customer enquiries. I make sure I really listen. Often customers require help and by listening and offering clear communication I can better help their situation.
Natalie Maggs - Customer Support Co-Ordinator
I have worked for Energy Assets for over 14 years and was one of the first people to join what was Bglobal Metering at the time, prior to being acquired by Energy Assets. Undertaking different roles in my career, I’m now a Customer Support Co-Ordinator supporting suppliers and customers via email, telephone, and conference calls and reporting. I’m now seen as the go to person for SMETS2 queries, managing and supporting the suppliers who first went live with the installs. I enjoy learning new processes and always look for opportunities to improve our current procedures and spending time building a good relationship with our suppliers and colleagues.
Samantha Conroy - Customer Support Co-Ordinator
I am the CSC for two large clients as well as approximately 60 direct customers. I am responsible for maintaining a good relationship with the suppliers and customers. I collate daily and monthly reports to keep the suppliers up to date with the progress on individual accounts and am their first point of contact for any issues.
Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. Customer satisfaction is the top priority.
Stacey Barton - Customer Service Advisor
I have worked for Energy Assets for over 8 years. Working in Customer Service can be challenging like any job can be but also extremely rewarding. The favourite part of my role is in providing my support or assistance to a customer, I have the ability to make someone’s day better. I believe that customer service has helped me become a better person as I feel I am far more understanding and a much better listener than I used to be.
Lisa McDonald - Customer Support Co-Ordinator
I am responsible for liaising with suppliers and direct customers. This can be via email, telephone or Porthole systems. I help them with any queries and questions regarding their AMR accounts.
We supply any data requests, raise site visit, process new accounts and close down any old accounts. We also identify and try to proactively resolve any issues to ensure that they get the quality service that our customers are used to.
I enjoy working with the customers, building up working relationships and helping them get the information they require. To me the Customer Service Team is the face of any business - it’s usually the first point of contact for customers and the service we provide can impact the business moving forward.
Brendan Smith - Customer Support Co-Ordinator
I have worked in customer services for a number of years, previously working in the Darwen office for Bglobal metering before its acquisition by Energy Assets.
I have always strived to offer the best customer service possible, this allows the customer to come back time and time again.
For more information on Energy Assets and how we can meet your metering, data, utility network and renewable needs please visit our website energyassets.co.uk
Please note: All photography was taken pre COVID-19.