Deliver customer service in the energy supply and use sector

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

To meet this standard you will demonstrate you can:

• communicate effectively with the customer explaining the purpose of the task
• answer 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.

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1. use organisational procedures and available information to identify the work location
2. prepare relevant information and documentation prior to visiting the customer including:
   1. personal company identification
   2. job documentation
   3. company information
3. communicate the technical requirements of the completed work to all affected parties and answer any technical queries
4. inform all affected parties of the intended work plan and their responsibilities in line with organisational policies and procedures
5. keep the customer 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 and any brand information in agreement with governance and current legislation
8. respond to customer concerns and issues in line with organisational procedures, including:
   1. resolving customer issues on site within your level of responsibility
   2. referring issues outside your level of responsibility to an appropriate person
   3. reporting issues which cannot be resolved on site
   4. providing the customer with contact details of other personnel when requested
9. inform the customer of any follow up work and timescales
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. select, inspect and wear relevant personal protective equipment for completing work activities in line with organisational policies and procedures

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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. your organisation's safety rules, policies, procedures, internal and external change to industry authorisation processes that apply to the work to be carried out
4. the location of the customer and the importance of presenting yourself to customers and confirming the purpose of the visit
5. the importance of keeping the customer updated throughout the work
6. the job documentation required prior to the work
7. The correct personal protective equipment for the work and how to select, inspect and use this
8. how to update, report and communicate information in accordance you’re your organisation’s procedures
9. your organisation's customer service policy
10. the risks of working within customer premises
11. how to resolve customer queries and concerns within your level of responsibility
12. your organisation’s procedures for escalating customer service queries and concerns outside of your responsibility
13. your organisation’s procedures for offering energy advice
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

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2

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31 Mar 2027

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Current

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Original

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Energy & Utility Skills

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EUSSM004

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

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smart, customer, service, energy, advice

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