Ciaran McCrickard / UKPN – Ipswich call centre
Supporting vulnerable customers and an inclusive approach to customer service, has earned UK Power Networks BSI re-accreditation.
The customer service provided by about 300 employees at the firm’s Ipswich contact centre was assessed by auditors during May, who found no ‘non-conformities’ to tackle.
Key strengths were said to be the ‘strong support’ available for vulnerable customers during a power cut, which includes catering, mobile generators, meal vouchers, torches and home visits, plus a proactive approach to identifying people who would benefit from being on the free Priority Services Register.
Auditors found UK Power Networks demonstrates a commitment to continuous improvement with regular quality checks, staff coaching and feedback mechanisms, and offers a wealth of contact channels for customers to use including social media, website, chatbot and WhatsApp as well as phone calls and email. They noted its website has advanced accessibility tools and multi-language support.
British Standards Institution accreditation shows that an organisation has been rigorously assessed against internationally-recognised standards, ensuring high levels of quality and service in its operations. UK Power Networks’ reaccreditation is for ISO 22458:2022 effective management of consumer vulnerability, and a commitment to continuous improvement, confirming ‘ongoing excellence in customer service.’
The firm delivers power to 8.5million homes and businesses across the East, South East and London. Head of customer services Simon Whitfield said: “We are proud to have achieved BSI re-accreditation, which reflects the care, commitment and professionalism our teams show every day in supporting customers.
“From helping people in vulnerable situations during power cuts to making our services as accessible and easy to use as possible, we are always looking for ways to improve and deliver the high standards our customers expect.”
If you would like to sign up to the Priority Services Register or find out more please see https://www.ukpowernetworks.co.uk/power-cut/priority-services
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