Knight Frank backs 100% renewable power!
Knight Frank, a major business customer and leading independent global consultancy, has contracted to purchase only 100% renewable electricity for its properties under management.
June saw the latest edition of the Total football tournament that takes place in Valencia, Spain. Our Redhill office was represented by Rowan Taylor, and Eloise Fadden playing for the GRP team ‘Low Carbon Olympics’, and also by Adil Aabala, who joined up with the Total US Convo team, representing Houston, Texas.
Cast your mind back a couple of weeks, and you may remember the Workplace post from Brad Binding regarding the 4BallR tour of the UK that he was taking part in to raise awareness for the Campaign Against Living Miserably’s (C.A.L.M) Best Man Project.
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I left my campsite and hiked south for 3 miles. Then I turned east and hiked for 3 miles. I then turned north and hiked for 3 miles, at which time I came upon a bear inside my tent eating my food! What colour was the bear?
Production in Major North Sea Culzean Gas Field Starts
Production has started on the massive Culzean gas field in the North Sea. Operator Total said the field, 140 miles (225km) off Aberdeen, will be responsible for 5% of the UK's gas needs when it reaches peak production.
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.
In this edition I had planned to conduct an interview in the lift with Mike, however as seems to be the case more often than not here in Bridge Gate, the lifts were out of order so we had to take the stairs…
Back in January’s edition of Switched On, we ran (pun possibly intended…) a piece on Charlie Ramsay, Alex Crabb and Dan Spence who were partnering with London Youth to run the London Marathon.
Oil major Total targets expansion into European retail power market
Total is looking to broaden its revenue streams with expansion in a retail power and gas market in which demand is shifting to low-carbon energy from more polluting fossil fuels.
Established in October 2014, the Business Change team collaborates with stakeholders at all levels within the business on a variety of different projects to deliver positive change. Whilst projects will have different goals, our primary objective always remains consistent – to support Total Gas & Power in achieving its vision of being ‘the UK’s Most Trusted Energy Supplier’.
There is plenty going on in the energy regulation world. I've put together this chart of the ongoing major regulatory work streams that impact the B2B market. This doesn't include everything (there are plenty of other modifications going through) but these wider policy areas are actively being driven by Ofgem and the Department for Business, Energy and Industrial Strategy (BEIS).
Liz Gregson on trying to achieve a balance in an ever demanding world
With mid-year appraisal time coming up a lot of people may be feeling anxious. Perhaps excited, perhaps worried or perhaps none of those things. We all want to be thought of well and no one looks forward to criticism, right? All being well we are appraised on how competent we are at our jobs and not on other aspects of ourselves.
As mergers go we’ve had some big ones…Vodafone and Mannesman, America Online and Time Warner, Beyonce and Jay-Z, and not to mention Fina, Elf and Total…but they don’t get much bigger than this. Yes, Major Business Retention and Acquisition have recently merged to create Major Business Direct Sales a new dedicated sales channel boasting an elite team of nine and headed up by Ken McCaig.
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 honour of the recent local and European elections, and as the country goes politics mad with the impending change of Prime Minister, can you name the 5 political figures from history...