customer care agent Laurence Langan

Introducing: The voice of So Energy

Holly Pigache

If you’ve recently contacted So Energy by phone, you might have noticed we have a new voice to help deal with your request. Our new, friendly voice belongs to one of our very own Customer Care Agents, the lovely Laurence Langan.

Not only do we have a new voice, but we also have a new feature for you to submit your meter readings automatically within minutes. This is part of our commitment to continuously seek ways we can improve the service we offer you. Previously, when you called to submit a reading, you were asked to leave a voicemail which took a few days for your up-to-date readings to be reflected in your account. Through our new automated meter reading service, once you’ve submitted meter readings, these are instantly added to your account.

Here, we speak to Laurence about his role as the new Voice of So Energy.

What's the most rewarding part of working at So Energy?

Many people find the energy industry confusing or scary. I used to be the same; I didn't understand anything about the sector before I worked with So Energy! As a Customer Care Advisor, I’m in a position to explain to people that they have options and we're here to help. Making people’s lives a little easier and demystifying the industry can be very rewarding.

Has the fluctuating energy market this year changed your day-to-day job at all?

Since the increases in prices over the past 12 months, a lot more people are struggling to pay their bills. As a result, we're hearing from more customers who are unable to afford their energy and who feel angry at the price hikes. Supporting and reassuring customers is part of being a Customer Care Advisor and we have to help people as best as we can.

(To learn the ways we can support you, this blog post might help.)

What's it like working in the energy industry right now?

Uncertain! Before the pandemic, the industry felt like it could grow and grow but now with prices being so high, we don't know what the future will look like. Things will settle down - hopefully sooner rather than later!

Why did you want to apply to be the new Voice of So Energy?

I thought it would be fun and I was right! I always wondered where the automated phone voices in various companies come from and I liked the idea of being that voice for So Energy. I also really support the new automated system to help our customers submit meter readings via the phone, even when our phone lines are closed.

What excites you about the energy industry?

The energy industry is an essential service, rather than something people like to think about all the time, and understanding utilities can be confusing. So, when a customer gets in touch it's exciting and rewarding to be able to help people with this service so they can return to other aspects of their lives. 

What do you like to do outside of work?

I have a film podcast called Films Are Better Than People which I like to think helped me with being the Voice of So Energy!