Customer service
Customer satisfaction is at the heart of Cappagh Browne Utilities’ service offering. We focus on providing a great service to our clients and their customers. We are easy to get in touch with and can be trusted to do what we say we will. We offer a dedicated point of contact, which means that our clients and customers only need to deal with one team.
We know how important it is for our customers that we solve issues as quickly as possible. And that our customers are kept fully informed of progress from the moment they make their first call until their issue is resolved.
We build relationships with our customers and local communities to ensure we provide the best possible service. We speak to residents before starting every job to ensure we have all the necessary information to get everything right. Our High-Five programme ensures that we have five points of contact with customers, keeping them fully informed every step of the way.
This ends with a ‘close the loop’ phone call that ensures that customers feel part of the process right up until the end. These calls also give customers the opportunity to provide feedback which helps us continuously improve.
Health, Safety and Wellbeing
Heath and Safety
Keeping our employees and the public safe is our number one priority. We are committed to providing and maintaining a safe environment for our employees, site visitors and the public.
All our procedures comply with Health & Safety Executive guidelines. We regularly implement new and innovative safety practices and training sessions. Our employees use the latest safety equipment to minimise the potential dangers of engineering work. For example, we have defibrillator units initialled in every one of our stores’ yards.
These easy-to-use units are fully automated and contact a 999 operator when activated to provide assistance to the user. The units are also available for the Emergency Services in any situation. Whilst we hope that they will never be used, it is an excellent tool to have on hand to keep our workforce safe.
We award our employees with Safety Shield prizes to recognise the outstanding efforts being made by those in our team to keep people safe.
We closely monitor our health and safety performance to constantly improve and reach our target of zero incidents.
Wellbeing of our employees
We want our employees to feel that they matter, are cared for, and supported.
Cappagh Browne in the community
We are a major local employer of over 500 people in the Southeast of England. The majority of our workforce is from the local community.
Our employees
Our employees are our greatest strength. They live and breathe our values of being safe, customer-focused, communicative, and dedicated.
Wellbeing of our employees
We want our employees to feel that they matter, are cared for, and supported.
The wellbeing of our people is critical to our success. We want healthy, happy people and strive to provide a culture and environment that helps them be fitter and more motivated. We want our employees to enjoy working for us with a healthy work life balance.
Cappagh Browne Utilities is registered with The Workplace Wellbeing Charter which provides a methodology for employers to demonstrate their commitment to the health and wellbeing of their workforce. The Charter guides employers on how to make their workplaces a supportive and productive environment in which their employees can flourish.
Cappagh Browne in the community
We are a major local employer of over 500 people in the Southeast of England. The majority of our workforce is from the local community.
We feel an affinity with the localities where we work and want to contribute strongly to the community. Our employees often go over and above their day jobs and our local communities in lots of ways – from operatives helping comfort people in personal difficulties, to raising money for charities. We always seek to sponsor any of our employees that are involved in some form of charitable effort as well as our own support of charitable causes.
As well as supporting local charities and initiatives, we are also dedicated to supporting local businesses.
An example of our work with the local community can be found here.
Our Employees
Our employees are our greatest strength. They live and breathe our values of being safe, customer-focused, communicative, and dedicated.
We are an equal opportunities employer and rigorously ensure that all our people are treated fairly and consistently. Our workforce is made up of a diverse cross-section of the community from all backgrounds, as well as disabled and part time workers.
We are committed to training our people and we encourage them to develop themselves. This investment in training and development enables our employees to achieve their full potential.
We provide over 1,500 days training for our people a year. This ranges from general induction and customer care training to more specialist training such as high pressure water jetting and confined space working. We also support those that wish to develop their skills and competences more formally through further education courses and membership of professional institutions.
Engaging with our employees is vital to maintain a positive working environment. We gather employee feedback through employee surveys to gauge satisfaction and help us to identify areas where we can improve.
Customers and the community:
- What are some recent examples of CB going the extra mile to keep customers happy?
- CB tracks customer feedback and has implemented a rewards system for staff to ensure customer satisfaction is incentivised. How else does CB work to ensure customer feedback drives their work?
- What steps have been taken to ensure issues are responded to promptly by CB?
- What steps have CB taken to ensure they are responsive to the needs of the communities they work in?
- Does CB have any partnerships with local charities or organisations?
- What are some recent examples of positive impacts CB have had on communities through sponsorship, charitable donations or volunteering?
- D&I / equal opportunities employer
Health and Safety:
- Does CB measure any key performance indicators that indicate alignment to business objectives and the suite of health and safety procedures?
- How frequently is CB’s health and safety performance reviewed at board level?
- How frequently are CB’s operational sites being visited for health and safety checks?
- What safety features do you key pieces of equipment have?
- Any awards we can mention? Living wage employer, Investors in People, construction awards, etc?
Careers:
We are always looking for great new people to join our dynamic, professional, and friendly business.
If you are interested in helping local communities by working for Cappagh Browne Utilities please contact us at Recruitment@cbul.uk or call us on 07711377808.
