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The Voice of Customer Experience: Gerry Brown and Alex Williams



In this episode we meet Alex Williams , Head of Contact Centre at UK Power Networks, a distribution network operator for electricity covering Southeast England. In this wide ranging and informative discussion, Alex discussed the importance of supplying and maintaining power to over 25 million people and the challenges that arise when that supply is threatened.

He told us how UK Power Networks has blended the key elements of soft skills, adviser updates, swift internal communications and a modern technology infrastructure to proactively provide timely and accurate information to their customers when power supplies are interrupted.

He shared that by focusing on empowering and engaging colleagues, it provides a context and a framework that can mobilize people to develop the understanding, skills, and patience to handle almost any situation with care, empathy and a reassuring manner. Vitally important with all customers but especially vulnerable and elderly ones.
UK Networks truly gives power to the people!
Alex Williams

Alex Williams

UK Power Networks Head of Contact Centre

I am an experienced people and business unit leader, Specialising in understanding customer insight, data and demand. I have led high performing business' areas to achieve sustained success as well as turning around underperforming teams and functions.
Currently working for UK Power Networks, My role covers all incoming and outgoing customer contact channels. Encompassing inbound and outbound contact centre, IVR, email, web & video chat and external website. I also lead the Social media activities, designing the companies tone of voice. In the last 5 years there has been a significant increase in our customer satisfaction scores across all channels.

Prior to my current role I operated in the Finance sector working for Barclays bank, which gave me a good grounding for the people management side of all leadership roles, a very good understanding of managing controllable costs an even greater understanding of the power of customer insight.

My belief is that you need to engage your workforce to create consistent success across any industry. While always listening to any and all channels that a customer will give you feedback.

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