This week is National Customer Service Week and with that in mind, we are reflecting on how we serve our customers and always go the extra mile to provide the highest level of service, and the vital role this plays in our success.
With 5,000 customers and servicing 95% of Northern Ireland’s postcodes, ensuring we provide first-class customer service is fundamental to the company, and this is achieved in various ways.
Our Award-Winning Team
At the heart of RiverRidge is our people. We are one of the only waste management organisations in Northern Ireland that offers a dedicated customer service team, and we strongly believe that the best root to excellent customer service is to invest in our team.
All customer service agents follow a comprehensive development plan, where they gain the key skills required for the role, as well as expanding their knowledge and skills to allow for internal progression, and also for the purposes of having a deeper knowledge of RiverRidge’s values and activities, which in turn, benefits our customers.
Within RiverRidge we recognise our employees’ dedication and commitment in helping us deliver on our award-winning customer service; happy and engaged employees result in even happier and satisfied customers, which is why we offer benefits including career progression opportunities, competitive salaries, annual appreciation days and team building days.
Investment in the latest technology
In addition to investing in our people, we have invested heavily in fully integrated software platforms that can record, monitor and respond quickly to any and all service-related disruptions. The system enables an agent to take responsibility of a customer’s initial enquiry and see it through to completion, meaning customers have a dedicated agent throughout all aspects of their enquiry.
All our driving staff also have tablet devices where any service disruptions are fed back to the customer service team in real time, allowing them to contact customers promptly to address the issues and ensure they are resolved in the quickest possible timeframe.
Extended Services
We understand that different customers have different preferences when it comes to contacting providers, which is why we offer various methods of contact to our award-winning customer service team. Whether it’s via telephone, email, social media or online live chat, our customers can be assured of an immediate and efficient point of contact during opening hours, which allows us to monitor our performance against the most demanding of service level agreements.
Extended contact hours are also available from 8am-6pm Monday to Friday and Saturday 9am-12pm to accommodate customers with atypical schedules.
Going over and Above
Where possible, we will go over and above for our customers. In 2022, our team made national headlines by helping reunite a Scottish tourist with her beloved jewellery collection after it was mistakenly disposed of as rubbish and taken on a round trip across Northern Ireland, before being found by our dedicated waste process operators – who were literally on their hands and knees – at our Materials Recovery Facility (MRF) in Mallusk. You can find out more about this story here: https://riverridge.co.uk/news-insights/riverridge-helps-reunite-tourist-with-misplaced-jewellery/.
Thanks to our excellence in customer service, RiverRidge’s customer retention levels are incredibly high, and of the small number of customers that choose to leave RiverRidge, it is quite common to see them return.
But don’t just take our word for it!
We continually measure ourselves and our commitment to excel against competition – applying for awards, embracing scrutiny and seeking out recognition by the various awarding bodies. We were delighted to be awarded the ‘Excellence in Customer Service’ Award at the Plant and Civil Engineer Awards last year, which is testament to the hard work our team puts in to ensuring that customer satisfaction is central in everything we do.
And so, as we mark National Customer Service Week, we can assure you that as a RiverRidge customer, you will continually receive the highest quality service from our team, which is ready and waiting to help!
