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Key Takeaways
Innovative Integration: The integration of social workers into essential service organisations, such as energy companies, is a novel approach to customer support.
Industry First: Octopus Energy is the first energy company to employ in-house social workers to directly assist vulnerable customers, setting a potential precedent for other sectors.
Holistic Support: Social workers provide a holistic, empathetic approach to customer interactions, showcasing how cross-disciplinary roles enhance service delivery.
Corporate Responsibility: Octopus Energy’s initiative reflects a commitment to addressing social issues stemming from economic vulnerabilities, aligning corporate responsibility with operational strategies.
Staff Empowerment: Social workers not only support customers but also empower staff by providing training and tools to handle sensitive situations effectively.
Crisis Management: Their presence facilitates better crisis managem...
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