‘Good customer service underpins everything we do as a business.’

That’s the message from Aidan Baglow, managing director of Isle of Man Energy, as the company returns to support the Awards for Excellence for a second year.

And, once again, it is sponsoring the Excellence in Customer Service category.

‘Businesses, including our own, are constantly changing and evolving, and we're delighted to follow on from last year, to be part of the Awards again,’ Aidan said.

I asked him why Isle of Man Energy had chosen to support the same category for a second year, and it’s clear customer service remains a major focus for the company.

‘Last year, we talked about the possibility of reopening our customer service reception, and we've since delivered on that, bringing back face-to-face customer engagement.

‘We've got a whole new team in place providing great levels of service to our customers, whether that’s our dedicated Customer Service Team, our Engineers or our Network Operations teams. So, supporting this award again seems like the right thing to do.’

Part of that focus is supporting more vulnerable members of the community and making services accessible.

‘We want to ensure we do the right thing, with services such as our free Priority Services Register where we can look out for the most vulnerable members of our community, along with our free Home Comfort Check, where one of our energy team comes to your home and checks how efficiently you're using energy, so you can not only reduce the cost to heat your home but also reduce your emissions.’

The company has also continued its support for the Salvation Army Debt Service and Age Concern.

‘It allows us to support the excellent work these organisations do, that's something that means a lot to us.’

Customer service is a theme that has been part of Isle of Man Energy for generations.

The company is celebrating its 190th anniversary this year, while also looking at how its services could change in the years ahead.

For Aidan, that means combining the traditional emphasis on customers with innovation and community responsibility.

‘We're constantly looking at providing lower carbon energy solutions for homes and businesses as part of the energy transition, such as hybrid heat pumps, smart controls and our new 4Gen renewable gas product.

‘We’re also delighted to be starting a new apprenticeship scheme, which is all about investing in young people and growing on-island talent.’

And it’s that combination of new ideas and more traditional customer service that Aidan enjoyed seeing among the finalists at last year’s Awards for Excellence.

‘Meeting the finalists after the awards was probably my highlight of the night. It was great to see them face-to-face after looking at their nominations and seeing the real excitement they had in delivering the work they did.

‘It's always a surprise when you see the different takes on what people provide. It's nice to see new tech being used but also great to see good old-fashioned quality service.

‘Looking at how people provide that service, regardless of what sector it's in, is brilliant. So, we're excited to see what this year’s finalists bring to the table.’

As Isle of Man Energy celebrates 190 years in business, the company is also looking ahead, investing in innovation, apprenticeships and lower-carbon energy solutions.

Could your business or organisation be recognised for its commitment to customer service?

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