Manx Gas claims it has become more conscious of the needs and requirements of vulnerable people.

The organisation has launched a new ’priority customer care’ programme.

And playing a major role in the initiative is customer services manager Tanya Arthur.

The words priority customer care now dominate her daily working life.

Mrs Arthur said: ’Staff are now trained to recognise vulnerable customers when they phone in with a problem and then advise what Manx Gas can do to help beyond that initial phone call.

’Over the last 12 months we have put in place a more pro-active programme, bringing the existing structure up to date for 2019 and beyond.’

She added: ’We have become more conscious of the needs and requirement of vulnerable people within our customer base and perhaps in the past we may have unwittingly failed some of those in this customer group.

’That is why we have developed a policy to define who those vulnerable customers are and how we can take account of their needs.

’Priority customer care is an active, kindness programme which will ensure those who are vulnerable and sign up to it get the extra help they need,’ stresses Mrs Arthur.

’We have just activated a more pro-active programme of communication, this includes customers with the likes of dementia, a disability or is experiencing times of stress.’

The list can also include:

A pensioner.

A person who has a child or children under five.

A person who has a learning or physical disability.

A person who is dependent on others.

Someone who has an impairment in the ability to communicate with others.

A person considered not to be have the mental capacity to make informed decisions.

Someone who has caring responsibilities or has limited language, literacy or numeracy skills.

Tanya, 44, who is married with two young boys, heads up a team of eight who are involved in implementing the programme.

’All have undergone detailed training on how to identify a customer who is having a problem and what we can do in responding to that specific problem.

’We are also working with local charities to signpost those who they consider to be vulnerable.’

Information received on the ’priority customer care register’ application will not be kept but will be held in an encrypted format.

’Vulnerability may be permanent, transient or progressive,’ said Mrs Arthur, who was born and grew up in Co Cavan, Ireland. She joined Manx Gas in 1999 as a receptionist, then moved to customer support and last year joined customer service. Summing up her role she said: ’Yes, it’s demanding. The voice of the customer is all important but in reacting to it so is the voice of the Manx Gas employee.

’Good customer service must always be the overriding feature of Manx Gas.’