Mercury (Hobart)

Providing best support possible

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AT TasWater there is a dedicated team that ensures community members are notified if there are interrupti­ons to their services.

Dimos Alexiou (pictured below) is the customer services team leader who helps make that happen.

“I oversee the day-to-day operations of the service interrupti­on team,” Mr Alexiou said. “This is the team our customers speak with when reporting faults or emergencie­s.”

“They accept the report, triage the fault, dispatch it to a crew and generate SMS notificati­ons where appropriat­e. I provide coaching and support to the team to facilitate the best outcome for our customers.

“This includes ensuring customers are notified of anything that may impact them and keeping them up-to-date with any developmen­ts.

“We understand the importance of attending service interrupti­ons in a timely manner due to the impact felt by our customers at the time of a fault. We are constantly striving to improve the way we operate to triage service interrupti­ons as they arise to provide the best customer experience possible.”

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