How can I help you?

If you’ve ever called Gas Safe, you might have already spoken to Sam Miller. She’s a member of the Customer Service team, and she’s there to help you with any and all of your queries.

Gas Safe’s Customer Service team are often the first port of call for both gas engineers and consumers who need help. If you’ve forgotten the password for your online account, or you can’t find that email about an upcoming inspection – or anything else – it might well be Sam who gets you back up and running.

The customer service advisor joined the team last summer but her previous experience in other big organisations, including the AA and Ladbrokes, meant that it didn’t take her long to learn the ropes. “I joined Gas Safe because I thoroughly enjoy customer service work, I like speaking to people and helping them,” she says.

Sam is part of a big team: there are more than 30 advisors plus senior advisors and team leaders. That means that if she can’t help you with your specific query, there will always be someone else who can.

Always busy

It’s not just gas engineers who get in touch. The team also answer queries from consumers, from finding a gas engineer because their boiler has broken down, requesting a copy of a Building Regulations certificate because they’re moving home, or raising a concern about gas work that’s been carried out.

Whether it’s dealing with queries on the phone or on email, Sam is always busy. “On average we take 50-70 calls a day,” she says. “In the winter, we’re a bit busier with consumers: they might turn on the heating to find the boiler’s not working and they need help to find someone to come and look at it.

“And in March and April, we’re really busy with registration renewals, and the calls go up to 70-100 a day.”

Sam can deal with most straightforward queries within a couple of minutes, but sometimes she says a call might take up to 20 minutes. “Gas engineers might have been locked out of their online account because they’ve entered their password incorrectly – or forgotten it. We can get them back in quickly.

“We can also help them find the information they’re looking for in their online account. There’s a lot of information there that they can find and download.”

If Sam and her team can’t help you with what you need, they will definitely know where else to direct you. “We can put calls through to the Technical team, and we can put you through to the Scheduling team if you’ve got an inspection coming up and

Renewing your registration

For many gas engineers, the renewals period is the only time they speak to the Customer Service team, often because they may have forgotten their online user ID or password. Sam and the team can get you back up and running quickly – but did you know that you can also reset your details online at: www.GasSafeRegister.co.uk/ forgotten-login want to find out more,” she says. With such a broad range of queries, it’s no surprise that there’s a good deal of training for the role. Initially at Gas Safe’s Basingstoke HQ, this is in the form of shadowing members of the team, listening to the queries and understanding where to find the correct information to help the caller. Then it’s time to take the calls, with a colleague listening in and helping where needed.

“But if you’re ever in doubt, there’s always a team member or team leader to ask.”

Sam says it took her a little while to get to know her way around Gas Safe because she had returned to work after a career gap during which she brought up her two children. “But everyone was very patient and understanding and went through everything as many times as I needed it.”

Now she’s confident that she can help people with almost anything and she’s eager for the busy months of March and April, when many gas engineers renew their registration and have queries. “I’m looking forward to it because it will really test my knowledge,” she says.

Although many gas engineers prefer to manage everything to do with their registration online, Sam knows that there are those who prefer to deal with a person. “Some say they’re not tech-savvy and they want to talk to someone on the phone, and that’s fine with me.” ■