npower boss goes undercover

Big Six player npower sent their Chief Operating Officer undercover to shadow employees at Didcot Power Station in a bid to understand their business better. On the road as a […]

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By Tom Gibson

Big Six player npower sent their Chief Operating Officer undercover to shadow employees at Didcot Power Station in a bid to understand their business better.

On the road as a Hometeam boiler engineer, Kevin McCullogh joined the complaints team in a contact centre and the meter installation team. He assumed the identity of unemployed ‘Tom Nixon’ to shadow employees from across the npower business in a bid to understand more about how the company supports its customers.

McCullough said of his experience: “I thought this would provide a great opportunity to work alongside colleagues and find out more about their experience of working at npower. I met some brilliant people trying to do their very best for our company and it was humbling.”

McCullough, who started his career shovelling coal aged 16, used the opportunity to learn about the business and said the experience would help npower improve their service: “There are things we need to fix and improve but this is now the start and not the end of a process.”

Undercover Boss with npower’s Kevin McCullogh airs tonight at 9pm on Channel 4.