Sally - Claims Assistant, Nottingham

I was attracted to the company as they pride themselves on their performance within the electricity industry. It was clear that the company always seeks to improve their performance and I found their ethics to be truly inspirational.

I am located within the Claims Department at Huthwaite in Nottinghamshire. My job involves investigating claims from  customers. I liaise with the wider business in order to bring claims to a resolution that is beneficial for both, the company and its customers whilst ensuring that the best customer service and communication is provided at all times.

The best thing about working here is that I get to help customers. I love being able to assist people with their queries and carry out investigations into their claims. My colleagues are always smiling and friendly and it’s great to come to work knowing that I have people around me who can offer their support and share their knowledge with me when required.

The culture within the business is based upon the ethos of getting it right ‘first time every time’. The business prides itself on offering the best customer service within the industry and this is apparent in the company’s values and behaviours that all employees share on a daily basis.

In order to be successful here, I believe that it is important to be pro-active and to have excellent communication and customer service skills.

I understand that the business has various opportunities open to employees and external candidates who wish to become employed by the company. These opportunities vary from apprenticeships to graduate schemes for external candidates and internally there can be more specific courses relating to your own current role. There is also an internal apprenticeship programme for existing employees who may wish to become qualified to work on the electricity network.

My biggest achievement is being able to maintain a happy and healthy family life as well as a full time career.

My biggest challenge is dealing with difficult customers on a daily basis. Sometimes customers are upset that they have suffered an interruption to their electricity supply. In order to overcome difficult customers I ensure that I always listen carefully to their concerns whilst being empathetic and understanding at all times. I also put myself in my customer’s shoes and try to exceed their expectations with the aim to resolve their concerns as quickly as possible.