The role of the CCG in driving customer service improvement

About the session

Putting customer service at the heart of water companies

Contents:

- How do CCGs drive customer service improvement?

- What is a Customer Challenge Group?

- Affinity Water CCG's role

- What is not our job

- CCG membership

- Who is involved on the Affinity Water CCG

- How do we work?

- Example

- Where to find out more

- Questions

This seminar will explore what the future holds for customer trust and confidence and how companies can embed new thinking and processes.

Keywords:: Affiinity

Ofwat

customer

digital

electricity

power

smart infrastructure

smart meter

utilities

water sector

Sectors

Affiliates

Power

Teresa Perchard

Affinity Water Cutomer Challenge Group, Chair

Teresa has been Chair of the Affinity Water Customer Challenge Group (CCG) since July 2016. She has a background in regulation, consumer protection and consumer affairs. She was Director of Policy and Advocacy at Citizens Advice for 13 years until June 2013. Prior to that Teresa held senior policy roles with the Office of Rail Regulation, Office of Water Services and the National Consumer Council. In addition to her role with the Affinity Water CCG Teresa’s current non-executive portfolio includes being a board member of the Northern Ireland Authority for Utility Regulation; Consumer Champion for the Cavity Insulation Guarantee Agency, Council member of the Council for Licensed Conveyancers a Trustee of the Fairbanking Foundation.