In-Home

ScottishPower


Actavo | In-Home Solutions works on behalf of ScottishPower Energy Retail Limited (SPERL) to provide home services including gas boiler repair and home services to 52,000 SPERL customers across Scotland, Northern England and the Midlands.

Our operations are led from our UK headquarters in Glasgow, and include a full management team, a fully-equipped and highly-trained field-force and a Customer Contact Centre. We have implemented a real-time Mobile Workforce Management IT solution to support our service delivery. This system enables our field-force to receive work schedules, log parts used and capture data in the field via hand-held PDAs, allowing real-time work management. Our CSRs have access to fully up-to-date job information at all times, enabling a very high level of customer service to be provided.

Our team is responsible for the following:
  • All customer relationship management activity. The contact centre currently supports approximately 12,000 outbound and 5,000 inbound calls per month
  • Integration into SPERL system to enable the flow of information on an ongoing basis
  • Retention of job records, including photos, job sheets, evidence of customer and engineer job completion signatures
  • Regular reporting to SPERL
  • Work planning and allocation
  • Attendance at planned and reactive maintenance visits on a range of domestic gas heating boilers, systems and associated controls
  • Initial inspection and annual services
  • Monitoring the compliance of health & safety, quality assurance, technical and regulatory requirements
  • Sourcing, stocking, supplying of spare parts and overall parts management of contracted operations
  • Identifying, costing and completing remedial works
  • Completing gas safety check visits
  • Maintaining engineering competency and technical updates to the engineering workforce
  • Recording and storing contract and customer system information e.g. appliance type, make and model, controls, boiler warranty periods, job history, signatures and photos

Over the past 12 months, our service has been expanded to include the installation of the Climate Connect product and the provision of services under the ECO obligation.

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