BIU’s mission is to continue to provide a professional and excellent utility management service to all our clients. We aim to achieve sustainable and holistic growth and develop successful business relationships through professional integrity, innovation, mutual trust and respect, moulded by a set of core values that will be demonstrated by all the team.
The importance we place on customer service is evident right from the start of engagement with a customer. Clients are given a dedicated list of contacts at every level who will be working on their account. This will always include senior level contacts including Director level. Internally, there will be a briefing which everyone working on the account will attend to ensure there is clarity on each customer’s specific needs and expectations.
We pride ourselves on very few customer issues that relate in any way to the service we provide. In the rare cases when situations arise we address them head on. We listen to and understand our customers’ issues within their business, not just any issues that relate to service delivery.
We have clear KPIs in every contract which all our staff are effectively monitored against. Having this clarity and transparency reduces the risk of issues as customers and employees alike are aware of expectations. It is the main objective of every individual in our business to provide outstanding service to all of our customers.