Customer service

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United Utilities has seen one in two customers sign up to the open banking scheme it launched last year, its new chief executive has told Utility Week. She described how taking the initiative in-house had overcome underwhelming take-up initially.
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EDF's head of smart customers, Rebecca Rosling, explains the value of simple communication, sourcing new ideas from different sources, and why it’s such an exciting time to be in energy.
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Latest in Customer service

Ovo Energy Solutions will work with local authorities to retrofit 400 homes across the Isles of Scilly and Cornwall – where fuel poverty affects more than one-in-ten (11.5%) of all households, according to figures from National Energy Action.
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Energy firm Eon and Nationwide Drones have jointly launched drone and laser scanner-led home ‘health assessments’ – which they claim can gauge solar, heat pump and insulation suitability in under an hour – and outlined ambitions to harness drone tech across ‘all survey requirements’.
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A trial of heat-as-a-service in the form of the warm homes prescription pilot, run by the Energy Systems Catapult (ESC), has shown that it is possible for suppliers to offer energy as a service under current market rules, one of the designers of the scheme has said.
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Living Lab volunteer homes are most likely to be smart-heated, detached, family households in England using a gas boiler, according to new data released by the Energy Systems Catapult to mark its test environment growing beyond 1,000 UK dwellings.
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“My agents need three things – to be human, to be positive, to be brave,” says Christopher Dalley, back office, asset management and revenue operations director at EDF, explaining his company’s approaching to supporting vulnerable customers through the cost of living crisis, at a roundtable on the topic held at this year’s Utility Week Live in association with headline sponsor Capita.
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EDF Energy has raised the possibility of introducing a common set of standards relating to the pay of customer service staff, in recognition of the increasing complex responsibilities frontline workers are expected to juggle.
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At a time of upheaval in the retail energy market, world-class customer service has never been so crucial – not only for customer acquisition, retention and return on investment (ROI), but for building relationships with customers at a time when trust is low.
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