A commitment made by RWE npower's COO Kevin MCCullough in Channel 4's recent ‘Undercover Boss’ came to fruition this week as Power Station managers from across the country spent the day in one of npower’s award-winning call centres.
Kevin McCullough, chief operating officer for RWE npower, made the promise to share his ‘Undercover Boss’ experience with as many staff as possible by bringing different parts of the npower business together and encouraging senior managers to spend time with employees on the ground.
Last week Steve Glover, Pembroke Power Station Manager spent a day with the npower customer service team in Sunderland. Unlike the Undercover Boss, Steve wasn't incognito, the station manager spent time with a member of the team and had the opportunity to listen to customer calls and how staff deal with these enquiries.
Steve said “At the power station we provide the energy required to keep homes warm and the lights on. Learning how we support the needs of our customers has been invaluable and spending time with the team members has given me a first hand insight into the other side of our business. The more we know about each others role, the better equipped we can be at meeting our customers’ needs.”
As part of the ongoing programme, early this year senior managers from npower's customer service teams will be spending time at Aberthaw power station, donning a pair of overalls and spending a day in the life of a power station employee.
