Utility Week

Utility Week 7th August 2015

Utility Week - authoritative, impartial and essential reading for senior people within utilities, regulators and government

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Page 28 of 31

UTILITY WEEK | 7TH - 13TH AUGUST 2015 | 29 Community Customer Care Award 2014: Wales & West Utilities "Winning the Customer Care Award was a fantastic achievement for Wales & West Utilities and one we are all very proud of. Not only does the award give us credibility with our customers, stake- holders, and owners, it is also a big motivator internally. The award ceremony itself presented an opportunity to celebrate success with colleagues who have contributed to our achievements. We also took advantage of the opportunity to meet and network with people from other successful businesses. "One of the main reasons we entered these awards was to benchmark our service levels outside the gas industry, measuring the strength of our performance against the best in the utility sector. When we were announced as the winner, we were all thrilled as it was testament to the success of our strategy which is based on the Institute of Customer Services' model for delivering world class service. Winning this prestigious award has further enhanced our industry reputation as a leader in this very competitive arena." Mark Oliver, director of business services "It was an amazing night out in London with my colleagues, and to win the Customer Care Award was brilliant. It's a real team effort between the office and operations to be able to provide the levels of service we do. This award reinforces how well that relationship works to benefit our cus- tomers and our colleagues. We are lucky enough to work in an environment where the customer culture is so strong, but winning awards for this too is the icing on the cake. "Being a leader in our industry for customer satisfaction gives us all great a great sense of pride and motivation to keep looking for ways to get even better and stay on top." Tom Robinson, customer service advisor, contact centre Team of the Year 2014: United Utilities "It is fantastic that Team Scotland has been rewarded for its hard work. Team of the Year is a great accolade for United Utilities and is also recognition of our commitment in going the extra mile for our customers. "As a new team we have made great strides in a relatively short period of time to grow our customer base in a new market. We put great value in recruiting the right people because they represent the United Utilities brand. A friendly face combined with knowledgeable expert advice is a winning combination. "Winning an award like this is a great incentive and it promotes our profile in the market. Tony McHardy, sales director "Winning Utility Week's prestigious Team of the Year award was a real boost to the United Utilities teams in Scotland and England. It is really rewarding to get recognition from the industry that we have the products and services our customers want and that the hard work of the team has paid off. It is important for our customers to know that they are working with a team that can make a difference." Chris Quinn, business development manager Utility of the Year 2014: Western Power Distribution "It was immensely pleasing that WPD's many business suc- cesses of the past 12 months had been formally recognised by peers. It underlined a year of major success for WPD, including becoming the only distribution network operator to have its business plan fast-tracked as part of Ofgem's RIIO business plan deliberations. "WPD's achievements – including winning Utility of the Year – are down to the stand-out efforts of staff and it was fantastic to receive such an endorsement before embarking into ED1." Robert Symons, chief executive

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