Heateam, the service division of BDR Thermea, which was created when Baxi and De Dietrich-Remeha merged in 2009, has scooped a top accolade at the National Customer Service Awards (NCSA) 2010.
Heading off stiff competition from Thames Water, Rentokil and Royal Mail, Heateam won the coveted Field Service award after impressing the NCSA judges.
Following a superb presentation that highlighted Heateam’s unparalleled passion and professionalism, the NCSA 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.”
Heateam comprises a national distribution network of more than 280 Gas Safe registered engineers who deliver maintenance and support services for all Baxi, Potterton, Main and Remeha central heating boilers in Britain. Customer service director for Heateam, Lee Robinson, congratulated his engineers following the award.
Mr Robinson 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.”
Mr Robinson continued: “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.”
The Heateam director also heaped praise on his customer service department, which was this year ranked seventh in the 2010 Top 50 Call Centres for Customer Service. It would appear that Heateam is becoming a major player in the domestic boiler insurance and breakdown business. Based in Warwick, the Heateam customer service centre is open for 363 days each year. Judging by the division’s recent awards success, Heateam is well positioned to rival major competitors such as British Gas and Homeserve.