New customer service plan sets benchmark in sector
ONE of the UK’s largest water retailers has become the first in the sector to launch a vulnerability framework to support business customers.
Aligned to its vision to make a positive difference, the retailer has made a number of commitments to ensure it’s well placed to provide better support to customers in need.
As part of its approach, the retailer is rolling out expert-led training to its frontline colleagues to increase their knowledge around vulnerability and identify signs that a customer may require additional support. Vulnerability advocates will also be appointed to support colleagues in delivering the framework and to drive continuous improvement in this space.
In addition, Business Stream has become the first water retailer to partner with the National Support Network (NSN). This partnership will support Business Stream’s customers to be able to access specialised assistance on issues that extend beyond the water retailer’s remit.
NSN’s signposting service will be available to all of Business Stream’s colleagues and as part of the partnership’s ‘pay it forward’ scheme, Business Stream will select a UK-based charity to also benefit from the service, free of charge.
Jo Mayes, Customer Services Director at Business Stream said “Vulnerability strategies and programmes have historically been focused on household customers, however we strongly believe that there is a need to put in place similar support for businesses – which are, after all, made up of people. That’s why we’re delighted to be investing in training and partnerships that will enable us to be better placed to support our customers who are in a vulnerable situation”.
Cat Divers, Chief Executive Officer at National Support Network, commented: ‘Business Stream are clearly very committed to this agenda and we’re delighted to be working in partnership with them to support their customers. Vulnerability is a complex and vast subject so by working with us, Business Stream can signpost customers to ensure they’re getting the best possible help when needed”.
As the UK’s longest established water retailer with more than 300,000 customers, Business Stream is focused on driving innovation in customer service standards through its expertise and experience.
The Edinburgh headquartered business places significant focus on the wellbeing and development of its 350-strong team, many of whom have played a crucial role in helping to shape the company’s culture and define its sustainability and business targets.
