Hello and a quick introduction from myself. My name is Thomas Howells and I am part of the faults team. I’ve been working here for about 2 and a half years now and I’ve lived in Sheffield all my life.
The faults team are in place to handle connection problems from a second and third line point of view after the initial diagnostics have been completed.
After every fault has been closed with us, we send our customers a survey to see how their fault experience was and if we can improve in any way. Usually this would be reviewed every 3 months and the results posted on a blog like this one.
During each month we randomly a sample of customers who have called in to complete a survey on the quality of the support they have received. The feedback and results received help us to identify areas for improvement and training within the Customer Support Centre (CSC).
Hi, I’m Luke and I’m one of the Operation Managers in the Customer Support Centre (CSC). My role is to help run the Support Centre for PlusNet. There are two Ops Managers here and we look after a team of 8 Managers who own specific areas, such as Faults, Customer Service, Provisioning, Technical Support etc….
If you’ve raised a Question to our support team and had a response from them, you might have noticed that you get the chance to rate their response. Ever wondered what happens next? More…
Here at Plusnet we're always trying to use clever open source things to make our lives easier. Sometimes we write our own and make other people's lives easier too!
We sell broadband, phone, VoIP and more to homes and businesses in the UK. Winner of 9 out of 11 Categories in the 2008 USwitch survey. Winner of "Best Consumer ISP" at 2008 ISPA awards. Voted number 1 in the Broadband Choices 2008 survey.
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