Posted on: 04/04/2016
Great customer service is all about people and we are really proud of the individuals that help us meet the commitments in our Customer Charter. In the first of our 'Customer Champions Series', Channel Sales Support Executive Dale Bradford tells us his story.
My first experience of delivering customer service was working part-time in McDonald’s while studying at college. It certainly doesn’t get more customer-facing than working in a busy fast-food restaurant! After that I worked for Direct Line Insurance, where it was crucial for me to quickly build trust with my customers.
I learnt a lot from those roles so when the chance to join SmartestEnergy came along a year ago, it was a great opportunity to apply my skills in a new industry.
As a Support Executive in the busy Channel Sales team I work closely with colleagues and consultants to put together supply offers for customers.
The consultants tell us what their customers want and then we look at their usage data, the energy source they are looking for and so on and try and match it with the most suitable product in our portfolio.
Being proactive is a key part of my job - such as ensuring we have all the information we need in good time to prevent last minute questions arising on tenders. That in turn helps the consultants we work with better manage their relationship with customers.
I think the culture within SmartestEnergy provides a strong foundation for delivering market-leading customer service. It’s a great team and it feels like being part of a big family – I know I can go to anyone at any level in the company and ask for their help.
The fact that people really enjoy working here comes across in how we interact with customers – even down to the basics like making sure phone calls to anyone on the team are always answered quickly and that there’s a friendly voice on the other end.
SmartestEnergy’s Customer Charter has a commitment to provide a ‘consistently high level of service’ and I think that sets an important minimum which our customers should expect.
But our culture is to always go the extra mile and that is something I really try and do with people both inside and outside the business.
> See our customer charter