Accessability Links
We use cookies to improve your experience when using our website.
Some cookies have already been set.
To find out more about the cookies we use, view our cookie policy
Accept
filter bycategory
Blogs by category
Professional & Business Support
(40)
Graduate Training Schemes
(39)
Customer Services
(37)
Energy Sales
(14)
Engineering & Technical
(11)
Videos
(11)
Resourcing team
(7)
Midlands
(6)
North East
(6)
North West
(5)
Smart Metering
(5)
South West
(4)
South East
(4)
Contact Centre
(3)
Human Resources
(3)
Scotland
(3)
Wales
(3)
HR
(2)
Digital
(2)
Digital
(2)
Meter Readers
(1)
Commercial & Risk
(1)
Business Support & Professional - Other
(1)
Video
(1)
More...
archive
Blogs archive
September, 2019
(2)
August, 2019
(2)
July, 2019
(2)
April, 2019
(1)
March, 2019
(3)
February, 2019
(1)
January, 2019
(3)
December, 2018
(1)
November, 2018
(5)
October, 2018
(8)
September, 2018
(3)
August, 2018
(3)
July, 2018
(2)
June, 2018
(5)
April, 2018
(4)
March, 2018
(4)
February, 2018
(3)
January, 2018
(4)
December, 2017
(3)
November, 2017
(6)
October, 2017
(5)
August, 2017
(7)
July, 2017
(4)
June, 2017
(6)
May, 2017
(4)
April, 2017
(1)
March, 2017
(2)
February, 2017
(1)
December, 2016
(3)
November, 2016
(3)
October, 2016
(1)
September, 2016
(6)
August, 2016
(3)
July, 2016
(1)
June, 2016
(4)
May, 2016
(3)
April, 2016
(2)
March, 2016
(4)
February, 2016
(4)
January, 2016
(6)
December, 2015
(4)
November, 2015
(9)
October, 2015
(9)
September, 2015
(4)
August, 2015
(1)
July, 2015
(4)
June, 2015
(6)
May, 2015
(6)
March, 2015
(4)
February, 2015
(3)
January, 2015
(2)
December, 2014
(3)
November, 2014
(3)
October, 2014
(1)
September, 2014
(4)
August, 2014
(4)
July, 2014
(3)
June, 2014
(3)
May, 2014
(3)
April, 2014
(6)
March, 2014
(5)
February, 2014
(6)
January, 2014
(3)
December, 2013
(3)
November, 2013
(1)
October, 2013
(5)
August, 2013
(1)
July, 2013
(2)
March, 2013
(1)
February, 2013
(2)
January, 2013
(2)
December, 2012
(2)
October, 2012
(1)
August, 2012
(1)
July, 2012
(1)
June, 2012
(1)
May, 2012
(2)
February, 2012
(5)
January, 2012
(7)
December, 2011
(1)
October, 2011
(5)
More...

The changing face of the energy industry over more than 30 years

13/03 2019Posted by: npower Resourcing Team Subscribe to this blog


After nearly 36 years in the energy industry, Julie Landin is taking well-deserved retirement. Here, she reflects on her long and rewarding journey with npower: 

The year is 1983 and change is afoot


For Julie Landin, 1983 was a big year. Not only was television in the morning a reality and a new £1 coin in circulation, but it was also the beginning of Julie’s career in energy. She joined the North East Electricity Board and began her journey serving customers. 

“NEEB was seen as a really good place to work,” says Julie. “I can vividly remember my first day. Our Call Centre was made up of a single telephone line, and a team of eight people, with good old fashioned ‘dial phones’. Headsets were the stuff of Sci-Fi.” 

In the days before privatisation, moving suppliers wasn’t possible and customers had much less choice, as well as contact with their energy company. Julie and her team navigated this by recording messages into a Dictaphone to be typed up and sent to the customer by post. The metering teams were more customer-facing, she says. 

“The metering teams were on the road collecting payments – some of our customers has a 50p ‘slot meter’ in their home, which we now refer to as a pre-payment meter. It was a dangerous job for the metering teams as they were sometimes targeted by criminals as they carried so much money – albeit in 50p coins.” 

A different time 

With no market competition, no hint of the upcoming tech boom and fewer customers to serve, the customer service team experienced a much simpler job. Customers had fewer touchpoints, bills were simpler and the customer had much less choice – and were less informed about the utility industry. However, simple doesn’t necessarily mean better, and Julie believes positive progress has come about directly from the drive for improved customer service. 

“When I first started at our Thornaby office, senior leaders would sit in their own plush carpeted offices. Since the walls have come down, over time, it’s created a much better environment and encouraged openness and communication at work at all levels. I don’t miss having to send a memo in the internal post to ask someone a question!” 

Reflecting on a positive career 

When asked to nominate her proudest moments at npower, Julie points to her management of the Easi Pay project, which is still in used today. She designed the new way for customers to pay in advance for their electricity, helping customers who wanted to budget for their energy. 

“During my career I have had many good times and worked with some truly remarkable and inspiring people, which is what I have enjoyed the most,” said Julie. 

While she says career setbacks are inevitable, she believes opportunities come from change. 

“My advice is don’t dwell on the past, look to learn from an experience and understand what you can do differently next time, and more importantly who can help you. In my career I have found that learning new skills and moving sideways through different departments, meeting new people and focussing on what we can do differently for our customers and our people is the key to progression.”

Congratulations Julie for a long, happy for career with us at npower! 

If you’re interested in working with us, take a look at our latest jobs.
Share this
Subscribe to this blog via RSS
Related headlines
12/09 2019 Key skills you learn in customer services
Key skills you learn in customer services
Richard Branson describes communication as “an art...
09/09 2019 Taking control of wellness in the workplace: What you can do?
Taking control of wellness in the workplace: What you can do?
Wellness is a term that has been heavily circulating in ...
LATEST JOBS