Spotlight on Customer Service

A few words with… Hollie, Customer Service Deputy Team Leader

What does customer service mean to you?

Our people make us and without them, we couldn’t boast our unrivalled customer service. Whatever the query or concern, our people are here to help and advice. We offer a range of communications for the customer base, whether an email, online chat, or the traditional option of a phone call – we always aim to offer a seamless experience.

When a customer calls, they’re greeted by one of our Manchester-based Customer Service team members – not a call centre. We do not operate an automated service across any of our contact channels, so our customers are guaranteed to be assisted by a trained customer service representative. Our main inbox is responded to within 24 hours and large queries are resolved in no longer than 28 days. Alternatively, if the query is longer the customer will always be kept up-to-date with the progress.

How can the Customer Service team maintain first-class standards consistently?

We believe in fair treatment for all customers under our gas supply. Whether you are a sole proprietor or a multiple-site property manager; we actively listen to feedback to provide an accurate, fair and honest service.

We have made the following changes based on feedback –

• 84% of our customers now receive their bills online
• Dedicated property managing agents’ multi-site portal
• Simplified our gas invoices to include a summary of key terms and calculations
• Install Automated Meter Readers (AMRs) across all sites to ensure all customers are billed accurately
• Bespoke customer portal to view bills, usage and important documents
• Meter reading submissions by phone, email, or via the customer portal

Are customers now preferring to seek more advice online or is there always going to be a place for speaking to a Customer Service team member on the telephone?

We believe you should serve your customers in the channels of their choice. Customers want to connect with you via the same channels they use to talk to friends and family. Being able to help a customer on their preferred support channel is one of the best ways to create an excellent customer service experience.

Our Customer Service team has drawn up a series of important Payment, Contract & Portal FAQs should a customer require any online assistance throughout their contract duration or siteworks installation. Regardless of how people prefer to manage their accounts, there will always be customers who prefer to speak to a human on the end of a phone, it’s nice to hear a friendly voice and receive the personal touch.

What’s the best part of your job at Crown Gas & Power?

The best part of my job is the incredible feedback we receive from our customers. Our Customer Service team works incredibly hard to provide the best quality of service for our customers and we appreciate the amazing feedback we receive daily. We proudly share and display this around the office. I am extremely proud to be part of such a friendly and dedicated team.