We were absolutely honoured to have Lt General Richard Nugee CVO CBE, Chief of Defence People visit our Customer Service Centre recently. I had the great pleasure of meeting General Nugee at a SSAFA charity event following the CarillionAmey team’s incredible effort to raise £150,000 for Service personnel struggling to transition from military to civilian life (SSAFA is an amazing charity!). The General and I had a chat about how difficult it can be to retain talent within your organisation, especially during periods of transition, or when public perception is not in your favour and he was keen to hear about CarillionAmey.
I told the General all about our 200+ strong customer service team at CarillionAmey, how proud they are to support our Armed Forces and extended an invite to him to visit. At the time our business was going through the accreditation process for Investors in People, which we were eventually successful in. Our HR Director gave me the privilege of holding our Investors in People plaque at our Customer Service Centre and I knew there could be no one more appropriate than General Nugee to unveil it (after all his appointment was approved by the Queen with responsibility for all defence staff!)
General Nugee gracefully accepted our invite, so we made a day of it. Mike Hood, Carillion Services HR Director joined us, along with the General’s Military Assistant, and we gave an overview of the capabilities of our £500m p.a. business. The General listened into some of the 1 million+ calls our centre handles every year, and saw first-hand the skill and empathy our teams have when helping our military customers with housing and infrastructure issues.
The General gave an inspiring speech to our team. He explained how his policies can affect the way we have to operate as a business, which has led to some of the press coverage we have had. He thanked our team for their efforts, acknowledged the improvements they have generated and encouraged us to keep doing an incredible job.
At the CarillionAmey Customer Service Centre we are investing in technology and artificial intelligence to improve efficiency for our customers. We’re also reducing our cost base and creating more meaningful and empowered roles for the customer service professionals who make up our award winning team. Only a few weeks ago CarillionAmey were presented with an award from the Armed Forces Covenant for employing people from the military community, something we’re very proud of. General Nugee was really pleased to sit with some of our ex-regulars and reservists who are now doing an amazing job for CarillionAmey.
A truly great day, which formed part of our celebrations around Armed Forces Day, which was hosted in our home city of Liverpool. And a big thank you especially to General Nugee for paying us a visit!
Customer Service and Communications Director