Posted on 26th April 2019

How We Are Improving Our Customer Service

At Robin Hood Energy, our priority is our customers. As a not-for-profit company, we are dedicated to giving people a more helpful and trustworthy alternative to the Big 6.

We were voted 2nd best energy company in the country for customer service and we are very proud of this achievement. However, we still have the drive to improve this further, so we have implemented the following changes in order to improve our customer service.

 

New App – Launching 2019!

Our new app, created in partnership with Eliq, will help to improve customer engagement and allow customers to monitor their account straight from their mobile phone. Customers will be able to view their account, pay their bills, submit meter readings and find help guides for any technical issues. The app will help to reduce the number of phone calls we receive, shortening the length of time that customers are on hold. This means that urgent queries can be dealt with quickly, relieving customers of any stress or anxiety surrounding their home energy.

 

Increasing Staff Numbers

Robin Hood Energy increased staff numbers by nearly 65% in 2018 and we are continuing to expand. You can see our current vacancies here.

We are also heavily investing in training for our staff so that our customers can receive the best possible service. This includes training on the correct telephone manner, software updates and company values.

 

Social Media

We are now actively monitoring our Facebook and Twitter comments. A dedicated team member will reply to any queries which are posted on our page, tweeted to us or sent via direct message.

Many customers have contacted us via social media, especially when our phone lines have been very busy, and had their issues quickly resolved. Most frequently asked questions are answered in our, continually growing, help & advice centre on our website. However, if you need to speak directly to a member of our team, you can still call us on 0800 030 4567.