Leadership & People Excellence
This has been the best change initiative I have ever experienced in the contact centre.
Senior Operations Manager
Energy Retailer
Leadership & People Excellence
Transforming leaders through immersive coaching
Inspire your people to build an exceptional customer service culture, with our immersive Leadership Excellence programme. Under rising regulatory pressure, expected service standards are becoming greater than ever in Energy and Utilities.
We’re helping companies to strive beyond these standards through a tailored learning and development experience. Our Leadership Excellence programme involves immersive on-the-job coaching with experienced industry experts, who’ve held senior operational roles in Energy and Utilities, and ‘worn the scars’ of the customer-focused teams they’re coaching - underpinned by structured classroom learning.
What can you achieve with our immersive programme?
- Reduce cost to serve and operating costs, including complaints, demand reduction, and failure demand (multi-£m savings at a large energy retailer)
- Boost customer satisfaction (+34 NPS at a large energy supplier)
- Increase employee engagement (+170% at a large energy supplier)
Our programme is accredited by the Institute of Leadership and Management (ILM), and endorsed by the Institute of Customer Service (ICS).
Leadership & People Excellence
E.ON Next wins award for leadership programme with BFY
We're proud to share that E.ON Next were winners at the Northern Contact Centre Forum Awards, receiving recognition for their leadership development programme, in partnership with BFY Group.
We're halfway through the programme, achieving a 43% uplift in leadership capability so far across E.ON Next's customer service teams. Our immersive approach has combined leadership theory with practical, hands-on coaching, moving beyond traditional learning and development methods.
Over 16 weeks, operational leaders from E.ON Next have received immersive on-the-job coaching, underpinned by structured classroom activity. BFY's leadership coaches have been fully integrated into E.ON Next's daily customer service operations, ensuring real-time learning and immediate impact.
The coaches I have are fantastic. The mentorship that I've been given from them is fantastic. They're really constructive with their feedback, and they're always happy to help.
Operations Manager
E.ON Next
Leadership & People Excellence
Real sector experience to drive an exceptional service culture
Our coaches hold market-leading operational experience in customer-focused roles, at some of the largest suppliers in Energy and Utilities.
It’s the not-so secret sauce behind our Leadership Excellence programme, offering a unique, immersive opportunity to develop on-the-job, with leaders who’ve seen and overcome challenges like yours.
Benefits of working with our experienced coaches:
- Empowers leaders to foster a high-performing culture, which drives exceptional customer outcomes and encourages career development
- Transforms leadership capability, equipping teams to bring a commercial edge to decision-making, and inspire each other to uphold exceptional standards
- Builds sustainable practices that leave a lasting impact on your customer service function, ensuring continuous improvement well beyond the programme
FT Leading Management Consultants
Delivered by real operational leaders
Having worked in operational leadership roles within energy myself, I can really relate to the challenges that our Leadership Excellence clients face on a day-to-day basis. I'm incredibly passionate about this programme and the results it's delivering. Kev Brown Senior Manager
Leadership & People Excellence
Meet the Team
Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
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Kev Brown
Senior Manager
Kev leads continuous improvement and lean transformation projects with our clients, supporting customer operations to deliver our Leadership and People Excellence programme.
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Lauren McCullough
Senior Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
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Louise Willumsen
Manager
Louise helps clients to achieve Operational Excellence, and specialises in driving continuous improvement through sales and retention performance, and process efficiency.
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Ashley McLeod
Senior Consultant
Ashley helps clients to achieve Operational Excellence by driving continuous improvement, across people, processes, and systems.
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Leadership & People Excellence
Our Insights
Video: What can you achieve with Leadership Excellence?
Immersive coaching has delivered transformational benefits at scale for our clients. In the video below, our team share their reflections on the impact of our Leadership Excellence programme, including the ‘secret sauce’ that has empowered operational leaders to unlock their true potential.
AI-Powered Leadership: Turning Insights into Customer-Centric Action
The utilities sector ranked lowest in the latest UK Customer Satisfaction Index (UKCSI), reinforcing the urgent need for sustained improvement. Many companies are turning to AI to bridge this gap - but with the risk of dehumanising interactions, how can leaders ensure a more balanced approach?
Video: Transforming leadership capability with E.ON Next
In this video, Ramona Vlasiu (COO), Chris Shead (Director of Customer Operations), and Stefan Guy (Director of Debt) highlight how E.ON Next's partnership with BFY Group is helping to drive a high performing culture in customer operations.
Kev Brown awarded Transformational Leader of the Year
We’re incredibly proud to share that Kev Brown has been named Transformational Leader of the Year at the East Midlands Leadership Awards 2025, hosted by TheBusinessDesk.
Assessing leadership capability to drive excellence in customer operations
Energy and Utilities is undergoing significant change. With system migrations, large-scale restructures, and rapid growth, suppliers face a complex landscape that requires strong leadership to navigate – but how do you measure this strength?
Building a customer-centric leadership culture to transform service
The Energy and Utilities sector is evolving significantly - many are delivering system migrations, large scale restructures, and experiencing rapid growth. Universal in the success of navigating this, is the ability for operational leaders to translate these strategic changes, and land them successfully with those people closest to the customer.