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Shining a Light on Excellent Customer Service

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Northern Ireland’s largest energy provider’s team members have achieved two awards at this year’s Contact Centre Network NI (CCNNI) awards.

Mark Fitzgerald scooped the Gold award for Support Manager of the Year and Amanda McCallion received the Silver award for Team Leader of the Year. The black-tie event held at the Crowne Plaza celebrates the innovation, leadership and individual achievements of contact centre employees across all sectors in NI.

The awards are judged by an independent panel of professionals working within the UK contact centre industry who have selected category winners based on their ability to demonstrate that they are leading in their field. 

Power NI was a finalist in seven categories – Team Leader of the Year, Trainer of the Year, Support Manager of the Year, Support Team of the Year, People Development, People Engagement, and Contact Centre of the Year.

Power NI has also recently achieved the status of ‘leading local energy suppliers’ customer service’ in this year’s Consumer Council for Northern Ireland’s latest Complaints and Enquires report, for the eighth consecutive year.

The report covers transport, postal services and water as well as electricity and gas, and in terms of energy covers issues including billing, metering, problems with supply and customer service. Power NI’s share of the energy market totals 57.7% however the report showed they had only 0.022 complaints per 10,000 customers.

Additionally, the Power NI credit team also won the prestigious industry title of Best Credit and Collections Team of the Year at the Irish Credit Team Awards in Dublin at the weekend.  

These achievements crystallise Power NI’s reputation of excellent customer service and adds merit to their reputation within the industry as a great employer.  

Gillian McCaughtry, Head of Service Operations paid tribute to Power NI customer service teams based at key Power NI sites in Antrim, Omagh and Belfast, saying:

“I am so proud of Mark, Amanda and all of the credit collections team who practise customer service to an excellent standard.  Delivering outstanding customer service is part of our DNA and I’d like to say a big thank-you to all our staff for all their hard work.

I’m proud that Power NI has for the eighth year been recognised for our customer service, support and overall commitment with the lowest level of complaints of all major energy companies in Northern Ireland.”

Stephen McCully, Power NI Managing Director commented on Power NI leadership staff’s award win – “We are delighted to be industry recognised for our great customer service amongst so many of our teams. It is brilliant to have their commitment and dedication to customer service being rewarded by peers within their profession.

“I hope the CCNNI awards has been a positive experience for the teams involved and will encourage colleagues to continue to be the best they can be.”

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