HomeServe

1,0

28 ott 2018

Dipendente anonimo

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

The front line genuinely try to provide the best customer service possible

Svantaggi

The Senior Management team only concern is the grade of service, not customer service. Business processes prevent advisors from making outbound calls to ensure calls are answered within a certain timescale. Customers are consequently promised a call back they do not receive within the SLA generating repeated chase calls. Unsurprisingly, the Team Managers are non-existent due to the unrealistic expectations from the Senior Management Team who have coaches covering in their long term absence. The same Coaches who were deemed unsuitable for a Managers role are being utilised as interim Managers. With the exception of a few, most Managers and Coaches address their teams in an unprofessional manner, making them feel like they're at school. Managers are having to work extra hours (unpaid) to ensure their work is up to date due to insufficient resource. Poor customer service is generating an increased volume of Manager Calls consequently preventing Managers from carrying out their daily tasks of Managing and supporting their Teams. As a claims advisor I do not feel empowered, business processes prevent me from providing customers with a solution to their query unless they are reporting a new fault. Again, due to insufficient resource Customers are made to wait a considerable amount of time for an appointment causing a great deal of inconvenience resulting in a complaint. The Complaints team are also short staffed; consequently Customers are made to wait an excessive amount of time before their complaint is even acknowledged. The new shifts are a roller coaster; one doesn't know which shift they are on from one day to the next. I could carry on; I'd rather save my time for someone that appreciates it.

Risposta di HomeServe

I'm very pleased to see you are clearly passionate about doing the right thing for our Customers and I'm sorry you feel like you are constrained by business processes. We are absolutely focused on Customer Service - one of the key elements of this is ensuring that we answer the phones promptly when our Customers need us, which is a real focus for the senior team. There is also a significant amount of work we do in other areas of the Customer journey such as Quality Assurance which monitors our regulatory obligations as well as Customer Experience. We don't always get it right and we are always looking to improve, however our "rant and rave" scores consistently show positive feedback from our Customers. We're working really hard and investing heavily in our processes and systems to better support our front line to deliver for our Customers. We have a number of routes to escalate Customer impacting issues to get the right outcome - I'd also be very happy to review any potential improvement opportunities with you. At times it's inevitable that sickness will have an impact on an operation and we are no exception to this. We're also very lucky to have a number of exceptional Coaches on development plans to becoming Team Managers to support us in these times. Again if you have any specific issues I'd be glad to discuss them further with you directly. With regards to appointment availability, this is generally a strong point for us - we won't always be able to give the Customer the exact appointment they have requested, but again we have a number of options to deal with these isolated incidents. Internally we have an extensive national network of engineers directly employed by us and this is supplemented by a comprehensive external network who operate in conjunction with HomeServe, giving us a broad range of appointment slots. We have also put a significant amount of time and effort into our complaint handling function to be able to deal with Customers promptly and fairly. Again, we don't always get it right, but I'm confident in our continued focus in this area. We have also been busy preventing the complaint happening in the first place by ensuring that we act promptly and deliver for our Customers. If you do want to have a discussion about the points you've raised, please get in touch.

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