Deliver customer service in the energy supply and use sector

URN: EUSSM004
Business Sectors (Suites): Electricity Power Utilities,Electricity Smart Metering,Gas Network Construction
Developed by: Energy & Utility Skills
Approved on: 31 Jan 2017

Overview

This standard covers delivering customer service in the energy supply and use sector. 

To meet this standard you will be able to:

  • communicate with the customer explaining the purpose of the task
  • deal with questions and queries
  • leave the site safe and tidy on completion 
  • work safely throughout understanding your responsibility for protecting yourself and others in the workplace
  • work with minimal supervision, taking personal responsibility for your own actions and for the quality and accuracy of the work carried out. 
This standard is suitable for anyone working in the energy supply and use sector who engages with customers.


Performance criteria

You must be able to:

  1. identify the work location using organisation operational procedures and available information including the customer location
  2. explain the purpose of the visit and agree the work-plan with the customer, providing all relevant information 
  3. prepare relevant information and documentation prior to visiting the customer 
  4. inform all affected parties of the intended work plan and their responsibilities in line with organisational policies and procedures
  5. keep customers informed of progress with the work throughout the activity
  6. check that the customer is satisfied with the completed work​
  7. provide energy efficiency advice, brand information in agreement with governance and current legislation, where relevant 
  8. respond to customer concerns and issues in line with organisational procedures 
  9. inform the customer of any follow up work and timescales, where appropriate
  10. store tools and equipment safely, leaving the work area in a safe condition in accordance with organisational procedures
  11. report and record the results of the operation in accordance with organisational procedures
  12. communicate technical requirements of the completed work to all relevant parties
 


Knowledge and Understanding

You need to know and understand:

  1. the principles of health and safety and environmental legislation in relation to the work to be carried out
  2. the industry set legislation in relation to customer interaction
  3. ​the organisation's safety rules, policies, procedures and authorisation processes that apply to the work to be carried out
  4. the importance of presenting yourself to customers and confirming the purpose of the visit
  5. the importance of communicating with customers throughout the work​
  6. the relevant information and documentation required prior to the work
  7. how to select, inspect and use personal protective equipment
  8. how to update, report and communicate information in accordance with organisational procedures
  9. the organisation's customer service policy aligned with relevant requirements
  10. the additional risks of working within customer premises
  11. how to resolve customer queries and concerns within your level of responsibility
  12. how and to whom customer service queries and concerns outside of your responsibility should be escalated
  13. how to offer energy advice in line with organisational procedures
  14. how to explain the use of the system in a way in which the customer understands​
  15. how to leave the work area secure and the importance of doing so

Scope/range

Range relating to the performance criteria and knowledge and understanding

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**relevant information and documentation** which must be prepared to include all of the following:
  • personal company identification

  • job documentation 

  • company information

custo*mer concerns and issues* to include the following:
 

  • ​resolve customer issues on site within own level of responsibility 
  • resolve customer issues on site when outside own area of responsibility by referring to an appropriate person
  • report issues which cannot be resolved on site
  • provide the customer with contact details of other personnel if requested

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Scope Performance


Scope Knowledge


Values


Behaviours


Skills


Glossary


Links To Other NOS


External Links


Version Number

1

Indicative Review Date

31 Jan 2021

Validity

Current

Status

Original

Originating Organisation

Energy and Utility Skills

Original URN

EUSSAM11

Relevant Occupations

Electrical Trades, Engineering Installation Engineer, Engineering Technicians, Gas Team Leaders, Craftspersons and Technicians, Gas Engineer

SOC Code

5241

Keywords

smart, customer, service, energy, advice