Amy Devlin
Recent Posts
GRP Heroes is a sports and wellness app for all GRP colleagues around the world. Its aim is to transform our daily life by encouraging physical activity, improving our wellbeing and getting us motivated to move by changing physical activities into health points. With over 60 different sports and wellbeing activities there's bound to be something of interest for everyone.
There are lots of resources available to support our wellbeing. Here's a summary, and you can find more detail on our WAT page:
Did you know that we now have 46 people at Total Gas & Power who are trained Mental Health First Aiders, located across the business?
We have devised some wellbeing principles to help you protect your wellbeing at work. There’s also an additional set of principles for managers.
We're excited to announce that Total Gas & Power's very first radio campaign is currently live on air across Yorkshire and the North East. The four-week campaign on Capital FM aims to raise brand awareness among small business owners - and drive sales leads.
Way back at the start of Lockdown, Total Gas & Power recognised the impact the pandemic was having on the communities around us and wanted to do something about it. Our CSR Committee set to work identifying charities local to our three offices (Redhill, Leeds and Newcastle) who were in need of support, and worked with them to understand their needs and the difference a donation could make to them. Take a look at our video below, then read on for more on the impact our donations have made to just some of these charities.
Customer Experience Activities
The Senior Management Team made a commitment to ensure that the ideas we put forward to improve customer experience are picked up and actioned. The newly formed Customer Experience Forum has been doing just that, and at their most recent meeting, chaired by Nicola Johnson and Rob Kerr, the forum sorted the ideas into themes, and will then go through the ideas within each theme to come up with a list of actions.
The first theme they focused on was communication, as this was a hot topic with a lot of ideas put forward. Six projects have already been identified as potential 'quick wins', and have been given business owners to ensure they get delivered. Here's a summary of those projects:
Communication Theme
| Project | Overview |
| Call Structure | Introduce call structure techniques Standard TGP opening & close to all calls Questioning techniques Call guide techniques |
| Interactive Voice Recording (IVR) | Ensure we have IVR in place for all inbound lines Review Script for IVR for all departments Look to add TGP target messaging instead of hold music Queue times |
| Call Stats | Review stats across the whole of the business Call report on all call telephone lines Visible dashboard in all departments Set departmental SLAs Report on call back stats |
| Proactive Communications | Proactive updates Query resolved Credit on account Changes made to billing cycle |
| Customer Correspondence | Review all comms issued to the customer to ensure we have a consistent tone and language Method (email personal/ netsend/ marketing/ letters) Managing comms (circumstances where we should stop comms) Personalise all correspondence |
| Call Back Option | Look to re-introduce call back options for customer (linked to IVR 4) Reportable |
If you have any questions about the projects above, please speak to Nicola Johnson.
We've been back at Hindleap Warren with a team of 15 willing participants to transform an environmental learning classroom into a usable, light space, and add some finishing touches to the low ropes course we built last year during Total Build. This is part of our ongoing partnership in which Total Gas & Power have provided both financial support and volunteer time – and the relationship continues to grow.
In February this year we took part in Time to Talk day, a day which promotes the importance of making time to talk and check-in with each other. Although just one day out of the year, we hope the sentiment continues much longer. Problems with mental health can effect anyone, at any time. Stress alone caused more than 15 million days off work across the UK in 2017/18. With the pressurised, busy environment we work in, looking after ourselves and our colleagues and friends has never been more important.
International Women's Day is celebrated every year on 8th March, celebrating the social, cultural, economic and political achievements of women. This year's theme was balance for better, leading the way for a balanced world being a better world.
In Switched On's brand new feature, we take a few minutes to ask Dave Harries, Head of Pricing and Commercial Systems, 5 quickfire questions.
Christmas Opening Hours
Line managers are able to authorise a half-day for any staff working on Christmas Eve and New Year’s Eve. Employees taking these days off as annual leave will need to book a full day.
