We're a finalist in the Water Industry Awards

Graphic stating WIA finalistSouth Staffs Water, in collaboration with our delivery partners Echo Managed Services (Echo) and Onsite, has been shortlisted for the Customer Initiative of the Year category at the Water Industry Awards 2022.

The awards celebrate the outstanding work of UK water companies and their supply chains, with the Customer Initiative of the Year category recognising water companies and their partners who have gone the extra mile to ensure their customers receive the best service, and best experience of the water sector, possible.

The entry celebrates the creation of the Proactive Customer Operations Centre which has firmly put customers at the heart, every step of the way, from installing water meters, to fixing leaks and resolving supply issues.

From the initial contact from customers, into Echo, to resolution by the South Staffs Water and Onsite teams, systems and processes have been transformed to ensure that the service is responsive and efficient. One example is the new data dashboard, which shows work queues along the journey and highlights if extra resources need to be deployed to ensure a prompt service is maintained.

“We are rightly proud of this initiative due to the benefits it has delivered for our customers in terms of a more proactive service and quicker response times. We are always mindful that our customers are unable to choose their water supplier, and so pride ourselves in offering excellent service and will continue to place this at the centre of everything we do. The collaborative partnership we have with both Echo and OnSite means we operate very much as a single team to deliver great service and value for our customers.”

Heidi Knapton, head of the proactive customer operations centre at South Staffs Water.

“Our contact centre team are the first point of contact for South Staffs Water’s customers, so it’s important we resolve enquiries quickly and support their operational teams through proactive messaging and making it easy for customers to receive the help they need or book a field appointment. It’s great to see such positive results from this new collaborative one team approach and I’m really proud of the Echo team’s contribution."

Rachael Merrell, customer service director at Echo Managed Services.

“All of us at OnSite are extremely proud to have been involved in the development and delivery of the South Staffs Water Proactive Customer Operations Centre. This recognition is testament to the hard work, effort and dedication shown by all everyone involved to deliver excellent customer service, including our field-based teams.”

David Noakes, Head of Operations at OnSite.

The award winners will be announced at the ceremony on Wednesday,29 June 2022 in Birmingham.

Water Industry Awards

Read more about the finalists

Posted: 6 May 2022