Utility Week

16 | 13TH - 19TH JULY 2018 | UTILITY WEEK Awards Utility Week Stars Awards Manchester, 29 June 2018 Culture Change Champion Award Keeping It Simple Cultural Transformation Programme, Npower Npower's Keeping It Simple team has worked tirelessly to overcome set ways of thinking by always going first with any change initiatives, from taking customer calls and dealing with complaints, to hosting coaching conversations and team huddles. The team of eight continuous development professionals have worked to change the focus of the business from a complex rules-driven culture to one where simplicity is key and people are encouraged to keep things simple for the customer. Initiatives include: call coaching skills training for leaders and agents; an agile model where leaders spend 70 per cent of their time coaching 'in the moment'; the design and delivery of associated training materials and the introduction of a culture of commitment. It has supported a real shi in how people feel about keeping promises to colleagues and customers. Hero Award – Individual Neal Carbonero, Community Customer Support Advisor, Affinity Water Neal's com- mitment to helping customers feel more informed really shone through, particularly his work in helping them to understand the Water Saving Programme and how metering can save them money while supporting the environment at the same time. Neal is oen able to put their minds at ease over the phone. However, sometimes it is more appropriate to visit a customer at home, particularly if they are elderly, vul- nerable or on the company's low-income tariff, and he will make appointments. For others, he simply makes a speculative visit. Many small acts and gestures that are not required in Neal's job description are something he will do anyway because he loves his job and takes enormous pride in it. He's passionate about helping people to save money and is particularly concerned about older people, who he says have done so much for our generation today. This is reflected in the exceptional steps he takes that go beyond the call of duty to ensure that customers are happy with the service they receive. Special mention: Judges gave a special mention in this category to Lisa Nealan, water supply process support team admin assistant at Northumbrian Water Group. Hero Award – Team Janet Newbrook, Jay Churchman, Greg Atkinson and Dave McHugh from SP Energy Networks This excep- tional group of employees have come together for a worthy cause with an achievement that wildly surpasses their daily duties. Aer becoming aware of a campaign to find a stem cell donor to help save seven- year-old Finn McEwen, who was diag- nosed with Myelodysplastic Syndrome, a rare bone marrow disorder, Janet set up registration sessions. Coincidentally, Finn and his family, from Litherland, were known by a number of Merseyside district staff. Janet was passionate about supporting him and the sessions saw hundreds of staff across the business sign up. As a direct result, three – Jay, Greg and Dave – were matched and an incredible 900 people have now been added to the national register. The entire organisation has been so moved by what has been achieved by this campaign that stem cell registration is now regularly promoted within SPEN and registration sessions will continue to be held across the business. The winners (Culture)

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