Spotlight session Kati Sexton/NGN - Customer Care Officer (CCO)
Kati spoke to the group and explained her job role within the Ridings area of NGN, as a Customer Care Officer.
Her role involves identifying customers that are vulnerable, to ensure they get the help and support they need during our gas mains replacement works and other supply interruptions. This includes:
- Upfront door knocking
- Stakeholder engagement
- Providing alternative heating and cooking facilities
- Keeping the customer informed at every step
- After care support for the customer
Case study
*Maggie
A 94-year-old female resident in the East Riding area called NGN’s Customer Care Team in error trying to contact British Gas. The Customer Care Advisor (CCA) chatted with Maggie to see if there was anything NGN could do to assist. From this conversation, Maggie had mentioned she hadn’t eaten that day.
Kati received a call from the CCA for advice on how to additionally assist Maggie above and beyond our normal day to day works and referral routes. Kati agreed to visit Maggie in her home and carry out a general wellness check.
When Kati arrived, she could see Maggie’s home was in disarray and she didn’t have any food in the property. After a quick chat to find out what food she enjoys, Kati immediately went to the local shop to buy her some food items. Whilst at Maggie’s home making sure she had something to eat, Kati volunteered to help Maggie clear her walkway and chatted about who helps her.
Maggie confirmed she has a carer through an agency and Kati was able to contact them the following morning, to express her concerns about Maggie’s living conditions and the help she is receiving.
Following on from this the carers have put extra support in place for Maggie, which may not have been identified had Kati not completed a wellness check, which is above and beyond her core job role.
*name changed to protect identity
