Leading the field: heateam wins Field Service award

Published:  10 December, 2010

heateam, the service division of BDR Thermea, has won the Field Service category of the National Customer Service Awards 2010.

heateam beat other finalists Royal Mail, Thames Water and Rentokil to win the prestigious accolade, following a presentation to the judges to demonstrate how we deliver customer service, training and quality with passion, professionalism and enthusiasm.

The judges said: "We were impressed with the emphasis on teamwork from this entry and how each individual is encouraged to take responsibility for customer service. The result is increased efficiency for the business and a better experience for the customer, which is what this award is about. A deserving winner."

The achievement was announced during the award ceremony in London on 7 December, hosted by comedian Kevin Bridges. The trophy was presented to John Orris, field service manager, South region.

Lee Robinson, customer service director, said: "Our field service engineers work tirelessly to keep our customers warm and happy. During a typical day they could be carrying out a routine boiler service, carrying out repairs, working with an installer or contractor to explain our products or just showing the householder how to get the best out of their system.

“They often call when the householder is distressed or even angry, and always endeavour to leave them happy and comfortable. The recent weather conditions have been very difficult for everyone in the heating industry, and our engineers have been affected by the snow and ice like everyone else. However, they have pulled together, and worked long hours in difficult conditions, to try and get to people as soon as possible.

“I am extremely proud to add this award to our recent service centre success, where we were ranked seventh in the 2010 Top 50 Call Centres for Customer Service.

“I would like to thank everyone in heateam for their dedication and hard work in making us the best service provider in the heating industry,” adds Lee.

heateam, BDR Thermea’s in-house service division has a national network of over 280 highly skilled Gas Safe registered field service engineers. They provide service and support for all Baxi, Potterton, Main and Remeha domestic boilers, Heatrae Sadia and Santon hot water products and Valor fires. The Warwick-based service centre is open 363 days a year.

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