Titanic - Anonymous employee HomeServe Employee Review

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.