Customer service excellence

Baxi’s revolutionary concept for its service division heateam was launched in the summer of 2002 as the first step towards strengthening its service to customers, improving performance and ultimately enhancing customer relations.
The newly refurbished heateam service centre and training centre was officially opened on the 1st November 2002, representing a significant investment programme which secured new jobs for both call centre staff and support engineers.
Ten years later, heateam remains a vital part of the after sales service Baxi provides for its customers.
heateam has experienced many successes over the years, confirming and building on its position as a Top 50 Call centre for Customer Service for four consecutive years.  Most recently heateam was ranked 5th best overall for call service and 3rd best overall for email service at the 2012 Awards, beating well known brands such as Coca Cola and Asda.  In 2010 heateam won the European Call Centre and Customer Service Awards for ‘Field Service’ and were finalists in 2011 for ‘Service Operation of the Year’ and ‘Complaints Team of the Year’.
Earlier in 2012 heateam was an official call centre for the Sport Relief charity, taking donations from callers during the BBC1 TV marathon programme.
heateam has made significant improvements in customer satisfaction and customer recovery over the years, using a variety of cutting edge technologies such as SMS text surveying and implementation of new diagnostic tools.

Lee Robinson, Customer Service Director (pictured right) said: “We are extremely proud of how heateam has evolved over the last decade. We have made the transition from a purely warranty support operation to that of a profitable service business, supporting all our product ranges both in and out of warranty.
“This has been achieved through the hard work and support of everyone in heateam.  Our ambition is to continue improving and growing our service offer over the next decade, ensuring that we are recognised as the best service provider in our industry.”
heateam is open 363 days a year and is supported by 270 field service engineers.   The Technical Helpline is available from 8am to 6pm Monday to Friday and 8.30am to 2pm on Saturdays.  For more information please visit or call 0844 335 2266.

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