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Shirine puts people first to claim customer service accolade

A power firm worker from Ipswich has won a customer service accolade in recognition for how she helps people who call in with enquiries.

From Press releases - 12 October 2017 12:00 AM

Customer Service - Shirine Begum image.jpg

Shirine Begum, based at UK Power Networks’ Ipswich call centre, won the customer service category in the company’s Living our Values award.

The 26-year-old is now in her fourth year as an advisor with the company which distributes electricity across the East of England.

Shirine, who previously worked in the insurance industry, reveals her motivation is always to ease customers’ concerns when they find themselves without power and giving them any help or advice they need while their supplies are being restored.

Shirine, whose younger sister Sharmin also works for UK Power Networks, said: “I love working with everyone in the team. We’re motivated by trying to make a difference to people, to react in the right way when they need something. I personally just try to do whatever I can to help.

“I had an elderly lady call who was without power and rang fearing it was something she had done. She thought it might be because she hadn’t topped up her meter enough so I was able to explain there was a power cut in the area and not to worry.

“She rang again to point out her neighbour was back on, but not her, so I was able to explain how the system works with people receiving supplies from different cables.

“I did pass her on to our vulnerable customer team, but when she rang again she asked for me because she wanted to let me know the power was back on and she was keen to thank me in person for supporting her.

“I think that is why you do the job really, helping someone feel a bit better perhaps when something has gone wrong for them and when you complete that journey, and they are back on power, it’s great to feel you have been useful.”

Shirine recalls having to think on her feet recently when there was a brief interruption to power during a late night televised boxing match.

She added: “There was a big Floyd Mayweather fight recently and we had a power cut which affected a small number of customers. It resulted in a few calls as people had stayed up late to see it, I just tried to empathise as much as I could.

“I think people appreciate a human response when they call, a bit of understanding and as much information as we can provide.

“We were able to reassure them we were working hard to restore supplies as soon as we could and that was appreciated. I think people realise you are there to help them.”
Sam Fuller, UK Power Networks’ Head of Customer Service, said: “To improve our service to customers we ask our customers to feedback on their experience with us, Shirine is consistently achieves the highest scores in our call centre team.

“This award is well-deserved for Shirine who is such a natural people person and makes it clear to our customers that we care about them and want any issues they may have resolved as soon as possible.”

People can call the company free on 105 to talk to an advisor, and there are 19 other inbound and outbound contact channels including 24-hour Twitter @ukpn and web chat.