We recognise that customer expectations are rapidly evolving as technology enables a more immediate way of communicating. Through analysis of traditional channels and real-time social media conversations, we actively listen and engage with customers to provide an omni-channel experience. We use feedback, analysis, and insight gained through our membership of the Institute of Customer Service (ICS) to benchmark customer service performance against other sectors to identify improvement areas.
Our clients' are committed to customer engagement and the gathering of insight to understand customers' priorities. We continually work alongside our clients' to evolve contract delivery so that it aligns with customer's ever-changing expectations. This approach has enabled us to truly understand that the diverse customer and community base we serve has different needs, and that we need to flex the service we provide and do the right thing for all our clients' customers including those whose circumstances make them vulnerable.
We have developed an Every Customer Counts programme philosophy and resultant strategy which encapsulates our approach for delivering great customer service. Every Customer Counts includes a proactive approach to improving the customer experience by identifying creative, forward-thinking solutions, including the delivery of bespoke customer-focused training which is accredited to EU Skills.
Our Head of Customer Service and our National Customer Service Insight Manager oversee our customer service strategy across all of our operational contracts to provide expertise and advice. Working across all aspects of our operational delivery, they set the strategic direction for customer service within the business, providing guidance and support on the water regulatory landscape, communicating the latest customer research and promoting and facilitating best practice.