Show notes
In this episode, Helen is joined by Natasha Crooks, Vulnerable Customer Manager at Northern Ireland Electricity Networks.
Together we explore how the definition of vulnerability has evolved beyond traditional medical needs to include financial hardship, neurodivergence, language barriers and rural isolation.
Natasha shares how NIE Networks has embedded inclusive service into everyday practice — from expanding their customer care register and launching a dedicated vulnerable customer team, to partnering with organisations like Jam Card, Disability Action and Advice NI.
The conversation also reflects on supporting customers during major storm events, handling suicidal conversations with confidence, and the importance of looking after colleagues who manage emotionally demanding calls.
This episode highlights a simple but powerful truth: sometimes customers don’t just need their power restored — they need someone who will listen.
Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/
Follow me for more episodes, resources and vulnerability insights -
Email: [email protected]
LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/
Website: https://www.helenpettifer.com/
Together we explore how the definition of vulnerability has evolved beyond traditional medical needs to include financial hardship, neurodivergence, language barriers and rural isolation.
Natasha shares how NIE Networks has embedded inclusive service into everyday practice — from expanding their customer care register and launching a dedicated vulnerable customer team, to partnering with organisations like Jam Card, Disability Action and Advice NI.
The conversation also reflects on supporting customers during major storm events, handling suicidal conversations with confidence, and the importance of looking after colleagues who manage emotionally demanding calls.
This episode highlights a simple but powerful truth: sometimes customers don’t just need their power restored — they need someone who will listen.
Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/
Follow me for more episodes, resources and vulnerability insights -
Email: [email protected]
LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/
Website: https://www.helenpettifer.com/