npower

RWE npower is the UK’s largest electricity supplier, and has around 12,000 employees across 60 sites. RWE npower generates electricity and supplies gas, electricity and related services to around 6.8 million customers through its retail business npower. The company operates and manages a flexible portfolio of power stations, and is a market leader in renewable energy development. The Operational Customer Services function is located in 5 contact centres in the North East of England and currently employees around 2200 staff.

npower
Tyne House, Birchwood Drive
Brackenhill Business Park
Peterlee
County Durham
SR8 2RR

Business Drivers

npower Operational Customer Services is predominantly based in East Durham, the 4th most socio–economically deprived area in the UK. As a well-known brand, npower wanted to create a powerful commitment to being an Employer of Choice, by creating a range of development opportunities for npower employees and providing the most comprehensive support to its diverse population of staff. However, in the geographical area in which we operate, a significant proportion of the working population fall into the Skills for Life category:

• 63% = below L2 Literacy
• 85% = below L2 Numeracy

We recognised that in order to give our employees the best chance of being effective in their role, to provide our customers with the service they and we expect, and to support the region’s shift from a predominately manual to service based industry, we needed to address the foundation skills of our staff.

Furthermore, we wanted to distinguish npower in an increasingly competitive sector to support our employee attraction and retention strategies.

Implementation

In August 2005, npower Operations Customer Services launched its Skills for Life Strategy. Since then, we have developed the way in which we deliver the SfL Programme in response to feedback from learners and the business. Primarily, the shift has been from online provision to a distance learning model which allows flexibility for learners, as well as on-site tutor support.

Provision is delivered through our Learning Resource Centres and is available to all staff on a voluntary basis. Personal Development Plans are used as a method of identifying needs and staff are given the time to attend workshops during working hours. We have also worked with our providers to tailor the resources employees use to help reflect their work, the needs of the business, and our customers.

Partners

npower Operations Customer Services have worked with several partner organisations since we started the Skills for Life Programme. We now utilised the ‘Better Workforce Challenge’ team from City of Sunderland College, who work closely with us to deliver in line with learner and business needs.

Impact

Between August 2005 and January 2008, impacts include:-

Learner Impacts:

• 193 learners have completed the Skills for Life Programme
• 265 Skills for Life Qualifications have been achieved: 120 LIteracy, 145 Numeracy
• 54% of the above learners stated they would not have undergone this programme in their own time
• 96.5% of learners stated they would recommend this programme

Business Impacts:

• 11.5% higher retention rate for staff who have completed the programme since inception over the 2007 rates across the business area.
• 85% of learners reported feeling valued by npower for being given the opportunity to do the programme.
• Skills for Life has been integrated into our in-house management qualifications and recruitment processes to help further staff and identify needs early.

Submit your skills story

To shout about your organisation’s skill story and inspire others into following your example, please contact Anita Powell (.(JavaScript must be enabled to view this email address) or 0207 566 6617).

Contact us now!