Date Created: 20/03/2018 V1.0. First Utility and ACN: Welcome to First Utility

Transcription

1 Date Created: 20/03/2018 First Utility and ACN: V1.0 Welcome to First Utility

2 Welcome to First Utility

3 Welcome to First Utility Launched in 2008 First Utility are the largest challenger to the Big 6 energy suppliers in the UK taking up 4% of the market share. Our ethos is to ensure we are Making Life Simple for customers who are looking for a supplier to provide their gas and electric energy and get Fair Prices as well as Great Service For too long, energy customers have been paying more than they need to on poor value tariffs with Big 6 suppliers, that s why 50% of all households who switched provider in 2016 moved to an Independent supplier. First Utility has become the largest challenger to the Big Six energy providers thanks to a focus on lowering customer bills through competitive tariffs, connected home technology and campaigning for a fairer energy market.

4 Welcome to First Utility In 2008 we launched as a small but promising energy start-up, with ambitions to help customers spend less on what they need and more on what they want. Under the new ownership of Shell Petroleum Company Ltd, First Utility are now in an even greater position to drive faster growth and innovative customer propositions. We want to make the running of your home (managing energy, broadband and home-services) straightforward, painless and great value for money for everyone. Today, we re the biggest challenger to the Big 6 energy suppliers in the country, focused on helping customers spend less on what they need and more on what they want. With our award-winning customer service we supply gas and electricity to approx. 875,000 customers and are proud to have saved our customers over 500m in cheaper energy bills along the way.

5 Welcome to First Utility

6 Welcome to First Utility

7 Welcome to First Utility We ll be the first energy company that people want to talk to We ll help our customers spend less on what they need and more on what they want We re building an energy company that ll challenge the whole industry We ll put the power back in the hands of the people where it belongs We know that knowledge is power so we ll share as much of our knowledge as we can with our customers We re proud to deliver award-winning customer service from our UK-based call centre

8 Proud to deliver award winning customer service

9 We re here to help Our UK based customer care teams are always easy to get hold of, fair, reliable and on hand to answer your questions, problems or requests. You can contact our award winning customer services teams via: Online assistant: Ask First (available 24 hours a day) Facebook:

10 Putting the power back in your hands

11 We do more than supply energy Helping to keep household costs down and make life simple At First Utility, we believe running your home should be simple and your bills shouldn t be extortionate. Which is why we offer a range of straightforward great value energy plans, three straightforward broadband deals and one on-demand home improvements service, all with no hidden costs. By combining services, we're able to keep costs low and make life easier for our customers.

12 Home services

13 Welcome to First Utility

14 Why join First Utility Why Join? We believe in a more positive, engaged and informed relationship between customer and energy supplier. So no matter if you re new or not to First Utility, we re committed to looking after you fairly by: Making your switch as simple as possible - we ll take care of everything including letting your current supplier know you ve found a better deal and working with them to ensure your switch is hassle-free. Making it easy for you to get in touch with us - however and whenever is convenient, we d be pleased to hear from you if you need us, let our multi award-winning customer service team do the rest. Giving you the best possible deals we can - we offer a range of straightforward, great value fixed energy plans that protect you from fluctuating energy prices and give you peace of mind for longer. We ll help you avoid rolling onto an expensive variable tariff by letting you know when your fixed tariff is coming to an end as well. Making it simple to understand and manage your account - through accurate and simple to understand bills and our innovative energy tools that will help you save time, energy and money.

15 Summary The biggest challenger to the Big 6 energy companies in the UK, offering a real alternative to customers. Owned by Shell giving First Utility even more opportunity to drive faster growth and innovative customer propositions. Award winning customer service giving customers confidence we re on hand to sort out any issues. Not just an energy company, our Broadband and Home-Service offer helps customers lower their household bills. UK based call centre with expert advice available at a time and method convenient to the customer. Saved customers over 500m in savings on their energy since launching in 2008 and we ll continue to challenge the industry in the future.

16 First Utility and ACN: The Registration First Utility

17 The Registration Process Welcome to this Registration Process Walkthrough We think switching your energy supplier should be hassle-free, that s why we ve made it as simple as possible for you to provide a quote and register your customers. We ll take you through the process here, the screens you ll see, the information you ll need to input and the things you ll need to remember. There s some things to read, video to watch and audio to listen to so grab your headphones or turn up the volume, settle back and see how easy it is to sign up your customers.

18 The Registration Process Before we get started what important pieces of information are you going to need. Able to ask a customer to grab a bill? Last 12 months of usage What tariff are they currently on Do they receive the bill through the post or online? Current payment method Monthly direct debit Quarterly billing Pay on receipt of bill Which type of meter do they have at home? Standard Economy 7 Smart Meter Prepayment Once we have all this information, the flow of the conversation you have with the customer becomes a more accurate one, therefore the quote will be also.

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21 The Registration Process

22 The Registration Process

23 The Registration Process

24 The Registration Process

25 The Registration Process

26 Summary - Enter own unique reference ID - Customers postcode - Fact find with the customer to confirm details around their existing supply - Advise the customer the quote will be based on an estimate if they have no details. - Establish a need for the customer based on what they look for. - Read tariff information label in full - Address history for 3 years is entered into registration process - If the customer has a smart meter, advise they WILL lose functionality when switching - Double check all details on consolidation

27 Date Created: 16/03/2018 v1.0 First Utility and ACN: Doing the Right First Utility

28 Doing the right things at First Utility Selling in the correct way, doing the right thing by the customer and ensuring we meet the highest standards possible is fundamental to the way we work at First Utility. We ve spent time and energy over the years building up a brand that customers trust to get it right for them. Representing First Utility at any level comes with a set of responsibilities that everyone must adhere to. Let s look at the following: Why is it important to be compliant? Energy Regulators Ofgem Supplier Licence 25 and what it means for Sales Keeping things fair, transparent and appropriate Dealing with Customers over the age of 69 Customers, and their Right to Cancel

29 Why is it important to be compliant? It ensures that customers receive all the information they need to make an informed decision and that all the information provided by representatives is consistent It protects the customer from being misled It protects the agent from claims that they have not provided all the necessary information Failure to be compliant may lead to representatives being suspended from promoting First Utility s products The energy industry is highly regulated and as a result we must take great care in how we communicate with, sell to, register and deal with customers. Ensuring you are compliant will help you achieve great success with First Utility!

30 Ofgem s principal objective when carrying out our functions is to protect the interests of existing and future electricity and gas consumers. They ensure suppliers do the right thing, that customers can access the right offers and the energy industry works for them. They also enforce the Supplier s Licence. In order to supply gas and electricity to customers all suppliers need a licence and in order to maintain that licence all suppliers must meet certain standards. SUPPLIER LICENCE 25 is the licence condition that relates to Sales Activity and one of the conditions that affects the role we do. In broad terms the licence sets out the following: Any sales activity conducted by the supplier or its representative must be fair, transparent, appropriate and professional manner.

31 Fair, Transparent and Appropriate We already do everything for the customer that keeps things Fair, Transparent and Appropriate. Now you need to do the same Fair - Our quotes are as accurate as possible and where they are not we let the customer know they are based on estimates - Where possible we offer all products to all customers, not discriminating Transparent - We fully inform the customer of their choices - We will fully inform the customer of the Tariff Information Label - We the customer a copy of their comparison - We let the customer know why we gather the information we do - We fully inform the customer of their T&Cs Appropriate - We conduct a needs analysis to ensure we promote a product that suits the customer s needs - We are professional and courteous at all times Do you think you can do all this?

32 Engaging with Customers over 69

33 Over 69 customers To gain approval to register a customer who is over the age of 69, you must complete the following steps: Step 1 Step 2 Step 3 Step 4 After promoting our products to a customer over the age of 69, the representative must complete an Over 69 enquiry form, which is available in the IBO back office The representative must then send the completed enquiry form using an ACN contact form which is available through the products section of IBO back office First Utility will call the customer to confirm they know the representative and that they are happy to register. Once the call is completed, First Utility will the representative to give them approval to promote to the customer. Completed forms to be ed to acn.rep@first-utility.com

34 Customers Right to Cancel The customer has the right to cancel the contract within 14 calendar days of entering into the contract We are required to make sure that the customer is aware of this right to cancel and that it can be done by phoning, ing or writing to First Utility. This means the customer cannot ask you to cancel the application for them You should always make customers aware of their right to cancel when promoting First Utility s products These cancellation details are on the sent to customers when they submit their registration

35 Summary Selling in the correct way, doing the right thing by the customer and ensuring we meet the highest standards possible is fundamental to the way we work at First Utility. Make sure you protect the customer from being mislead. Make things CLEAR, FAIR and SIMPLE for your customer. Adhere to Supplier Licence 25 always when completing a registration. When speaking with a customer over the age of 69, I follow the correct process and complete form and send off to First Utility and await instructions. Be aware of the customers right to cancel.

36 Date Created: 21/03/2018 V1.0 First Utility and ACN: Energy Code of First Utility

37 Energy Code of Conduct The following slides detail the First Utility Code of Conduct, it s been developed to help you maintain high standards when representing First Utility. - Take your time reading through the code - Think about what each element means for you and your conduct in the field - Ask your manager if you are unsure about what the code means - We ll ask you to confirm you have read the code of conduct and commit to the standards included in it at the end of this module Failure to adhere to the codes within the standards can result in dismissal from the campaign

38 Energy code of conduct This Code has been developed to help you maintain high quality standards when representing First Utility. You must comply with the Code at all times. I understand that where promoting First Utility s products I am representing First Utility in my role as an Independent Business Owner. I will ensure I act with integrity at all times ensuring that my actions do not harm the reputation of First Utility. I will not misrepresent the purpose of introducing First Utility s products and will not make any claims about First Utility s products that are not included in the training provided. I will refer any and all media enquiries to the First Utility press office, and not comment on any statements or questions made by a member of the press. I understand that all information given to me by First Utility or a customer is covered by the Data Protection Act, and will be treated accordingly. I will handle all personal information given to me securely. Any information obtained during my activities is confidential and I undertake not to disclose this information to another party or make unauthorised use of any such information. I will not alter information supplied by an applicant. I will ensure all sales made by myself are submitted under my ID code and no-one else s. I understand no-one else is permitted to submit sales under my ID code.

39 Energy code of conduct This Code has been developed to help you maintain high quality standards when representing First Utility. You must comply with the Code at all times. I will not complete or knowingly permit a customer to complete the online registration with false information. I acknowledge that if I conduct any fraudulent activity, I will be subjected to disciplinary action. I will ensure the customer enters their own telephone number and address on the registration and understands all communication sent by First Utility is done by . I will ensure the customer understands they are entering into a contract to transfer their energy supply to First Utility and they are happy I have provided them with all the information they required. I will not knowingly give false information, omit relevant information or mislead any potential customer about First Utility s products or services. I will not use hard sell techniques and agree not to persuade people to sign up to First Utility for any reason other than the customer wishes to apply for a First Utility product. If the customer requests a contact number for any reason, I will provide them with the contact telephone number for the First Utility s customer service team, which is

40 Energy code of conduct This Code has been developed to help you maintain high quality standards when representing First Utility. You must comply with the Code at all times. I will cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, I will end the discussion immediately and apologise. I will not promote to any people detailed in the training as those I cannot sign up (e.g. Under 18 s) I will only promote to a customer over the age of 69 when I have obtained prior approval from First Utility using the correct process. I will not contact First Utility s customer service team in an attempt to obtain details about any customer apart from my own supply. I acknowledge that if I do not comply with the terms of this energy code of conduct, I will be subject to disciplinary action.