Monday January 27 2020

Northern Powergrid wins five prestigious national customer service awards

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Northern Powergrid, the company that powers everyday life for 8 million people across the North East, Yorkshire and northern Lincolnshire, has won five prestigious national awards for customer service.

Top Companies for Customer Service has crowned Northern Powergrid Best in the Service Providers Sector, Best Medium Sized Contact Centre and Best Customer Service Agent for the outstanding performance of Customer Service Advisor, Laura Tumelty. It also awarded the electricity distribution network operator, second position overall in the UK Top Companies list and inclusion in the Top 50 Companies, recognizing the company’s extremely high standards when it comes to delivering great customer service.

Chris Morris, Northern Powergrid's customer service delivery manager, said: "We're extremely proud to again win these prestigious national awards. They are well deserved recognition for our superb team of customer service advisors who all go above and beyond for the 8 million customers we serve across the region. Also, having Laura named Best Customer Service Agent, is a fantastic accolade for her and Northern Powergrid. She’s a superb ambassador for how we work to make every contact count for our customers. Laura gives her all and her skills help us deliver an industry-leading standard of service to our customers.

“Seeing our people recognized on a national stage for their commitment and professionalism is fantastic news for our customers too. It demonstrates how we effectively use independent assessments and feedback to constantly challenge ourselves, delivering more for the individuals and communities we serve.”

Every day Northern Powergrid’ s contact centre team supports hundreds of customers with their questions about the power network and its services. Northern Powergrid trains and develops its people so they can provide a polite, friendly and helpful service. The Top Companies for Customer Service programme provides a perfect opportunity to independently validate how we compare to other household brands across the UK.

Laura Tumelty, a Customer Service Advisor at Northern Powergrid for over four years, said: "It was such an honour to have been shortlisted and incredible to have won. For me, delivering great service to our customers is about taking the time to clearly understand their needs. I then want to make sure I fully resolve their question while providing them with a personalized service.”

Northern Powergrid participated in the UK’s largest and most respected ‘mystery caller’ benchmarking programme as it independently assesses contact centre customer service standards. Between August and October 2019 the electricity distributor’s team, based in Penshaw (Tyne and Wear), received 100 mystery shopping calls.

Richard Tribe from the Top 50 Companies for Customer Service, said: “As a loyal member of the programme, Northern Powergrid has shown its consistent dedication to year-on-year improving the services it provides to its customers. We congratulate everyone involved for their fantastic performance in this year’s awards.”