Retail excellence

Identifying opportunities for efficiency and new ways of working for suppliers

Editor's picks

Fledgling challenger brand Rebel Energy, due to launch later this year, is creating a “digital workforce” to complement its human customer service team. The company will combine employees with intelligent automation platform Blue Prism Cloud, allowing many customer service issues to be automated. Where the platform cannot resolve issues automatically, the team will be notified.
News
Energy retailers should "redouble their efforts" to ensure they are listening properly to customers' complaints, an EDF Energy director has said. Paul Spence, director of strategy and corporate affairs, made the comments during Utility Week’s latest #AskUsAnything webinar in response to a recent article by Stephen Littlechild.
News
Insurance giant RSA knows what it’s like to feel the drag of legacy systems on its cost base and productivity potential. But a new approach to deploying work in its back office and optimising the capabilities of its employees has unlocked breakthroughs in efficiency and effectiveness.
News

Featured

In the latest in our Customer Centric interview series Adam John speaks to Mark Royle, co-founder and chief executive of Manchester-based Zebra Power. From ensuring a swift response to enquiries to making every effort to retain its young workforce, Royle tells Utility Week about the secrets to their success.
Interviews
In the second of a series of interviews with utilities firms highly rated for their customer service, Utility Week speaks to Igloo Energy chief executive Matt Clemow. He discusses his belief that a strong foundation of good customer service is fundamental for the transition to net zero carbon. To that end, he explains how technology can play a vital role in the customer journey.
Interviews
In the wake of the coronavirus pandemic and increasingly high public expectations, best practice in customer service is more crucial than ever. Utility Week kicks off the first in a series of interviews with suppliers ranked highly in customer service league tables, to share their secrets to success. We begin with So Energy, the supplier founded by two former Macquarie traders, which has ranked in the top five of the Citizens Advice star ratings tables for ten straight quarters.
Interviews

Latest in Retail excellence

Several energy retailers have temporarily pulled their advertisements from Facebook as part of a wider international boycott. The social media giant has come under fire recently amid criticism that it does not appropriately tackle hate speech.
News
Renewable energy supplier Bulb has announced the appointment of the chief marketing officer of Easyjet to bolster its senior leadership team. Lis Blair will become Bulb's chief growth and marketing officer in the autumn. The retailer also confirmed a number of other senior appointments, with a focus on its international ambitions.
News
As the country begins to look beyond lockdown, conversation is turning to the future of working life. In the utilities sector, thousands of call centre staff have been forced to work from home, but is this a permanent shift? As companies get to grips with the logistics, cultural changes and impacts on mental wellbeing for their home-bound employees, Adam John discusses what the workplace of the future will look like.
Analysis
Ofgem has published its final proposals on tougher license conditions designed to raise standards for energy suppliers and minimise consumer detriment. The regulator plans to introduce proposals to mitigate the effects of mutualisation on the wider market when a supplier fails.
News
The consumer watchdog has urged Ofgem and the government to fast-track proposals to help customers who can’t pay their energy bills. In response, the regulator has told Utility Week it is currently finalising a package to help struggling billpayers.
News
A fall from the FTSE 100 and a restructure likely to cost 5,000 jobs have made June a remarkable month for Centrica. Once the undisputed energy heavyweight, it now faces a future as a much smaller company as years of shifting towards a more technology-focused business have failed to bear fruit. Adam John explores what next for Centrica, a wounded beast facing difficult choices.
Comment
How can energy and water companies help drive the post-Covid recovery and build a greener and fairer society? Utility Week kickstarts the debate and celebrates the role of utilities with a major new series of analysis, interviews, case studies and digital events. Join the debate – and tell us what you are doing.
Analysis
Octopus Energy chief executive Greg Jackson talks to Utility Week about the decision to introduce unconscious bias training and to move away from CVs in recruitment - both aimed at boosting diversity. The company has also raised funds to allow staff to go on a secondment to anti-racism organisations in the wake of international protests sparked by the death of George Floyd in the US.
News
Utility Week speaks to Energy & Utilities Skills partnership chair Michael Lewis about the group’s updated strategy to fill the 277,000 vacancies expected over the next decade. The Eon chief executive believes the increased visibility of the sector during lockdown combined with a zeal for playing a part in tackling climate change create a “once in a generation opportunity" for the sector.
News
Our latest #AskUsAnything online show focussed on the role utilties can play in ensuring the green recovery is at the heart of the post-pandemic economic recovery. Questions from Utility Week readers were tackled by Tony Cocker, chair of Affinity Water and director at SSE, Nick Ellins, chief executive of the Energy & Utility Skills group and Clementine Cowton, external affairs director at Octopus Energy. You can listen to it on demand now.
Webinars
Energy UK has revealed that just one in 27 suppliers it polled has accessed the government’s pandemic corporate finance measures despite a “big spike” in non-payments and direct debit cancellations. Interim CEO Audrey Gallacher said “alternative mechanisms” are needed to support the industry – stressing “there’s no money down the back of the couch”.
News
Close
Close

Request a call back

[contact-form-7 404 "Not Found"]