Working with business customers, applying lessons from energy, to water customers

Session
Wednesday, 24 May 2017
13:24 - 13:24
Duration: 14 mins
Publication date: 07 Jun 2017
Location: Customer Solutions Theatre, Hall 12, NEC, Birmingham, United Kingdom
Part of event Utility Week 2017

About the session

Gold standard service for business customers: lessons from the energy market

As utilities face transformative changes to market systems from the introduction of CMA remedies, smart metering, faster switching and the opening of the water market this series of seminars will explore the challenges and opportunities which lie ahead for utility companies seeking to deliver better value and service to customers.

Keywords:: CRM

affordability

bills

customer

customer experience

customer service

customers

digital

electricity

innovation

power

smart infrastructure

utilities

water

water sector

Channels

Sectors

Affiliates

Power

Speaker

Peter Thompson

Utilities Intermediaries Association, Non exec director

41 years in the Gas industry – Sheffield, Apprentice Gas Fitter, fitting Cookers Fires and Water heaters, to Scunthorpe selling them first to domestic customers then to Builders and Developers. Then Sheffield, Rotherham, Workington and Middlesbrough; as Service, Administration, and eventually Area Manager responsible for 135 Office staff and 310 Service engineers.To Regional Marketing Manager in Northern Region before moving to ‘Transco’ as Metering Policy Manager, with some responsibility for the Network Code development. Then an Account Manager responsible for some major shippers and finally Customer Relations Manager for National Grid.In 2004 on leaving the Gas industry I became a Lay Member of the Bar Standards Board for eight years, sitting on tribunals where Barristers faced their self-regulated discipline process.In 2006 along with Rod Sinden and Gill Walton set up the UIA, generating a large proportion of the UIA CoP. The UIA is where Third Party Intermediaries who wish to work to the Premier Code of Practice and defined standard; plus, are prepared to be accountable to their customers through an independent redress scheme, can become members. The UIA is a Trade Association and a ‘not for profit’ organisation. www.uia.org.uk I lead on Water for the UIA, attend the CCWater meetings, meet with Ofwat and on behalf of the UIA have responded to a number of consultations as part of the NHH market opening.

About the session

Channels

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