One of the UK’s leading utilities field services agencies
We’ve delivered debt collection and wider field services to the energy and water sectors for over 20 years. We truly understand the highly regulated, and often changing, environment in which our clients operate and can therefore offer unrivalled specialist experience and expertise.
20 years’ experience
Working for 15 utility companies
A leading provider for five of the big six energy companies
UK wide fully employed field force
Meet the Grosvenor Services Management Team
Head of Field Operations
Process and Performance Manager
Head of Client Development
Contact Centre Manager
Field Liaison Manager
A part of Echo Managed Services Ltd
Grosvenor Services Group is a wholly owned subsidiary of UK customer engagement specialist Echo Managed Services (part of South Staffordshire PLC), and this makes us truly different in our sector.
There are many debt collection agencies in the UK, but there aren’t many that truly understand customer service. As an integral part of Echo, the customer journey specialists, our people place customer service right at the heart of our operations, engaging your customers, protecting your brand and delivering more.
Quality and compliance
Forefront in our minds is that in carrying out our work, we are representing both ourselves and our clients.
That’s why we have in place a bespoke Quality Management System which is adhered to at all times and regularly audited internally and externally. Due to our stringent processes, we have successfully achieved ISO 9001 accreditation.
To ensure we continue to be ahead of legislation and guideline changes, as well as up-to-date with industry practices, we’re also a member of the UK Revenue Protection Association (UKRPA), Credit Services Association (CSA) and Institute of Customer Service (ICS), as well as being Financial Conduct Authority (FCA) regulated and Investors in People accredited.
We’re also proud of our Achilles UVDB scores, achieving 100% for seven of the eight measures and 99% for the remaining criterion.
Our staff are at the heart of our business, and offering training opportunities is therefore really important to us. That’s why we hold close links with external training companies, as well as providing a bespoke in-house training platform. Our Investors In People Silver accreditation demonstrates our commitment in this area.
Our teams can achieve externally recognised qualifications whilst being assessed on-the-job, with many achieving Level 2, 3 and 4 NVQs. Our in-house platform includes induction and specialist role training, booster sessions, audits and personal development plans. All-encompassing, it includes everything our people need to know around data protection, FCA guidelines, Ofgem, Ofcom and Ofwat regulations, and vulnerable customer support.
Information security is crucial to both us and our clients. We’ve invested heavily in technology to ensure our systems are robust and designed around the ISO 27001 standard. This means our clients can streamline their internal processes and issue work via our SFTP hosted servers.
Secure data transfer between our office and field teams is simple and efficient. All our field agents use iPads, enabling secure and robust data transfer along regularly audited channels. GDPR compliance requirements are embedded in our Quality Management System; ensuring a robust governance structure to monitor conformity.
We process all card transactions via Worldpay, a leading global provider of electronic payment processing solutions. We are PCI DSS compliant in governing card payment data security. All incoming and outgoing calls are recorded, with automatic pausing when card details are provided.
Our automated outbound dialler enables full compliance with Ofcom requirements, being pre-programmed to take in to account all necessities including abandoned call rate, minimum ring time, dropped call messages and CLI presentation.
All our people are all screened and vetted to BS 7858 standard, ensuring they are who they say they are, live where they say they live, have no criminal record and can account for their working history for the last five years. Additionally, our Field Collections Officers are DBS (CRB) checked and have this check carried out every two years.
Effective health and safety practices are a core part of our culture and operations. This includes an online information portal available for all, staff risk assessments and method statements for all roles; ensuring safety is always a priority.
What’s more, every member of our field team has an enhanced lone worker device with in-built GPS, RAG panic alarms, ‘man down’ functionality and two-way communication with a 24/7 365 monitoring centre.
They are also fully equipped with the relevant resources and equipment to conduct their work safely and effectively including iPads, anti-stab vests and PPE (e.g. hard hats, dog repellent sprays etc.)
We commit to deliver a sustainable service that is conscious of environmental impact. That’s why we have an Environmental Management Plan built on the core ISO 14001 beliefs. We’re also proud to be a rated supplier on the CIPS Sustainability Index.
Vision, Mission and Values
As an integral part of Echo Managed Services, we share a common vision, mission and set of values.
One Echo, creating opportunities through growth.
Staying true to our values, we provide customer led solutions for clients whose principles and beliefs we share. Through the expertise, knowledge and understanding of our people, we collaborate to deliver an enriched customer experience; protecting your brand as if it’s our own.