Flowtech relaunch Customer Charter as part of National Customer Service Week 2026

As part of National Customer Service Week, Flowtech have relaunched their Customer Charter, with an emphasis on delivering exceptional customer service every time and ensuring that customers are put at the heart of everything the business does.

This relaunch coincides with renewing our membership with the Institute of Customer Service for a fourth year, which ties into our commitment to a customer-centric approach as part of our One Flowtech strategy.

Key themes we will be rolling out across the week include:

• Your Voice, our priority - We’ve partnered with the IoCS to send our customers a feedback survey and we'd love to hear what they think
• Recognising our customer superheroes - We’re asking staff to nominate the superheroes that go above and beyond to deliver outstanding customer service. It's a chance to say thank you to the team members who make a real difference
• Bringing our Customer Charter to life - We’re relaunching our Customer Charter and asking staff to think and reflect on which charter standard resonates with them the most, and how they bring it to life day-in, day-out

Suzanne Emberton, Group Customer Experience Director, commented:

"We're delighted to have renewed our membership with The Institute of Customer Service, marking four years as active members with a continued commitment to delivering great customer service.

"National Customer Service Week gives us the chance to celebrate that, and recognise the great work happening across every part of the group.”

Jon White, Chief Customer Officer, added:

“Strong customer service has always been the bedrock of how Flowtech do business, building lasting relationships with our customers, suppliers and key stakeholders.

“In fact, we have adopted a customer-first approach as part of our strategic framework, giving us a clear roadmap for growth in the future, ensuring we are continuing to put our customer’s first, each and every day.

“I’m looking forward to seeing the real-world examples of how we’ve put this core principle into practice, and recognising the exceptional people who have made a difference, contributing to the next chapter in Flowtech’s journey.”

Stay tuned for more customer service success stories, taken from our employee nominations this week.