Case Study – British Gas

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British Gas Team development programme

Summary

British Gas, who are part of Centrica, are one of many providers of the Green Deal programme. Green Deal is a Government scheme to help people make their homes more energy efficient.

Challenge

The British Gas Green Deal team is made up of 16 team leaders each with five direct reports. This team manages the main Call Center in Stockport that receives a high volume of calls leading up to winter. As a result of this there is a huge demand for their skills, expertise and resources throughout the winter months.

Solution

A programme based around Emotional Intelligence was created whereby initially the team leaders had their EQi measured using the EQI 2.0 tool. This allowed an understanding of them selves, their interactions with others and ultimately their stress management.

EQi model

Following on from the EQi testing, a team awayday was arranged at the fabulous De Vere, Cheadle House to allow the teams to come together to better understand the roles responsibilities and accountability of everyone in the team.