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NIE Networks

About the client

Northern Ireland Electricity (NIE) Networks transmits and distributes electricity to over 929,000 households, businesses and farms. The company values include providing a professional, accountable, helpful and responsive service to all customers. In addition, team members regularly participate in a range of community events.

As part of their commitment to providing the highest quality service to vulnerable customers, NIE Networks established a dedicated Vulnerable Customer Team in 2024.

The opportunity

NIE Networks wanted expert advice on effective ways to embed their ethos of supporting vulnerable customers across the organisation. They were seeking insight and practical support with:

  • Identifying and embedding best practices to ensure customers receive the right support
  • Equipping staff with the confidence to handle sensitive and emotional conversations
  • Training for customer-facing staff, senior managers, and Vulnerable Customer Champions
  • On-going opportunities to enable continuous improvement

Why they chose Helen Pettifer Training

After researching providers, the personal and welcoming nature of Helen’s website stood out from larger training companies. Given the sensitive nature of topics like vulnerability and suicidal customer conversations, NIE Networks felt this intimate, personalised training experience suited to their team.

NIE Networks also appreciated Helen’s ability to tailor the training specifically to their organisation, and include real-world challenges rather than hypothetical scenarios. They were convinced that they had found the perfect fit when they read through the many positive reviews from other organisations.

The outcome

NIE Networks state that the training and support received from Helen Pettifer Training have been memorable and deeply impactful, significantly boosting confidence across the organisation. In addition, the Vulnerable Customer Team has benefitted from attending the monthly Q&A and Toolkit sessions. These have been described as valuable spaces to connect with like-minded professionals, share experiences and insights, and gain crucial support on specialised topics. Collectively, the outcome is having a well-equipped team who can better meet the diverse needs of customers.

What the client said

““I would highly recommend Helen Pettifer Training to any organisation seeking both initial training and ongoing support on their vulnerability journey. The service has been invaluable to us, and we will continue to rely on it as we grow and develop. The support we receive, and the responsiveness of Helen and her wider team, have been truly exceptional. Their friendly and helpful approach makes every interaction a positive experience.””

Natasha CrooksVulnerable Customer Manager
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