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Racheal Coleman has been appointed to the newly created role of head of customer service and retail at Guernsey Electricity.
With previous experience in the retail and banking sectors, Miss Coleman will introduce a customer relationship management system which will upgrade the existing IT software.
Leading the customer service team, one of her priorities will be to ensure the business keeps pace with advancements in technology which will allow customers to better manage and understand their energy use online.
“This is a new role dedicated to the customer experience which has been created as part of the business transformation programme. I’m also looking forward to further improving our digital channels to streamline and enhance the customer’s experience in communicating with us,’ said Miss Coleman.
Alan Bates, Guernsey Electricity chief executive, said: “Customer service within the utilities industry has changed in recent years - along with customers’ expectations and needs. At Guernsey Electricity we are moving with these changes and adapting our service so that we can ensure our employees and our systems provide the best possible level of service that meets the highest industry standards.
“Rachael’s appointment is an important part of these improvements and highlights our commitment to customer service. Her experience of working within different sectors will bring about new ways of working and her management skills will make a valuable addition to the business.”
Miss Coleman received a Master’s in Business Administration in Retailing from Stirling University. She has previously worked in customer experience roles for the Post Office in the UK and Guernsey Post.
