An extremely stressful, but rewarding working environment
Utility Services Emergencies Team Leader (Current Employee) – Newcastle upon Tyne – 28 December 2016
Because of the nature of the job, dealing with consumer emergencies, where they have either no gas or electric, each day brings fresh challenges.
The role has taught me a lot about customer services and how to go the extra mile to ensure that customer satisfaction is achieved. In peak times, winter, we deal with over 300 emergencies a day. Each emergency has to be attended within 3 hours to avoid financial penalties to the company.
As a manager I have to build strong bonds with all members of my team as well as the engineers in the field.
The most difficult part of the job is when we are unable to attend an emergency that day and customers are left without gas or electric overnight.
The most satisfying aspect of the job is when we achieve our target of attending 95 per cent of all emergencies within the OFGEM regulatory 3 hour time frame
Job satisfaction when targets are achieved
Sometimes having to work 15 hour days when extra cover is required