This week, we're proudly celebrating National Customer Service Week, recognising our commitment to delivering exceptional care and support to every customer, every day.
While this week shines a spotlight on customer service, delivering a great experience isn't just a once-a-year focus. It's part of who we are every day and is deeply embedded in our culture and values. We take pride in ensuring our customers feel supported, welcomed and respected at every interaction.
Our people, our communities
We are more than just an energy supplier, we’re a trusted partner for over half a million homes, farms and businesses in Northern Ireland and we are committed to putting our customers first, building long lasting relationships and ensuring that our customers' needs are met.
For 95 years, our community and customers have been at the heart of everything we do, and we are proud to continue to work together to bring new initiatives aimed at making our customers’ lives easier.
This year, we have taken another important step in supporting customers facing financial challenges by becoming the first energy supplier in Northern Ireland to introduce IE Hub's digital affordability platform. The platform provides a secure and flexible way for customers to share information about their circumstances and access the right support quickly and confidentially, helping us make it easier for them to get help when they need it most.
Our commitment to delivering outstanding service has also been recognised through industry awards, with individuals and teams across our Customer Experience operations shortlisted in a range of categories at the Contact Centre Network Northern Ireland Awards. These nominations reflect the dedication, professionalism and care our people bring to supporting customers every day.
Service for all
At Power NI, we understand that every customer is different. That's why we've taken proactive steps to ensure our services are accessible, inclusive and easy to use for everyone.
As one of the first companies globally to achieve the ISO 22458 Inclusive Service Kitemark, we're committed to continually improving our services and leading the way in fair, accessible and inclusive customer support.
Our energy experts are JAM Card friendly and trained to support customers with communication barriers, hidden disabilities and additional needs, helping to ensure everyone can access the support they need in a way that works for them.
We're also proud long-term partners of the Plain English and Plain Numbers initiatives, helping us make our communications clearer, simpler and easier to understand. From letters and bills to online content and customer information, we're continually reviewing and improving our communications because trust starts with understanding.
For customers who speak languages other than English or have hearing or speech difficulties, we offer translation services and Relay UK, ensuring that everyone can connect with us confidently.
We also work closely with our charity partners to raise awareness of our Customer Care Register, which provides additional support for customers with sight, hearing or speech impairments, alongside a range of inclusive billing and communication options.
Thank you
At Power NI, we believe in the power of great service and the difference it can make in customers' everyday lives.
As we celebrate National Customer Service Week, we'd like to thank our incredible customer service teams for consistently going above and beyond to support our customers. Their dedication, expertise and commitment are at the heart of everything we do.
And to our valued customers, thank you for choosing Power NI and for placing your trust in us every day.
Discover even more about our customer support here.
