One of our Customer Support Managers was named as industry champion for vulnerability at the Utilities and Telecoms Awards, which celebrate excellence within credit and collections in sectors.
Angie Nock received the award for her work ensuring Yorkshire Water customers can access the help they need to pay their bills.
Speaking about Angie’s award win, Tim Sheer, Head of Billing and Collections, said: “Angie has led a shift from a traditional view of supporting vulnerable customers to seeing every customer as an individual with unique circumstances and tailoring our approach to suit that customers need through her ‘best for you’ approach.
“Her vision and ability to implement it has led to fundamental changes in how we support our customers who need it most. The award is well deserved and recognition for the passion and energy she has which motivates her team to be the best they can be and deliver the best outcomes for our customers.”
In 2020, more than 12,000 customers have also received a three-month payment holidays due to the financial implications of the Covid-19 pandemic, with additional support with bills provided at the end of the payment holiday if required.
Angie’s award was not the only win on the night, as we claimed the Best Conduct and Culture and Water Team of the Year – Collections categories.