Wednesday, 3 August 2011



IT’S ONE of the most recognisable brands in the country, but after taking part in Channel 4’s award-winning Undercover Boss series npower is committed to recognising its own customers more. Chief operating officer Kevin McCullough assumed the identity of unemployed ‘Tom Nixon’ to shadow employees from across the npower business in a bid to understand more about how the company supports its customers.

He experienced working life at Didcot Power Station, on the road as a Hometeam boiler engineer, joined the complaints team in a contact centre and the meter installation team.

McCullough said of his experience: “I thought this would provide a great opportunity to work alongside colleagues and find out more about their experience of working at npower.

“I met some brilliant people trying to do their very best for our company and it was humbling."

McCullough, who started his career shovelling coal aged 16, used the opportunity to learn about the business:

"For a long time I have been concerned that the energy sector takes a bashing and simply reacts to criticism and media stories - I want npower to be on the front foot more often."

“There are things we need to fix and improve but this is now the start and not the end of a process. To that effect we will be launching new social media channels that will focus on a tremendously exciting energy business as it wrestles with its many challenges."

“Most importantly though this will give our customers direct access to me and the team.”

Follow McCullough and his team at @npowerhq and on Tumblr at

About Kevin McCullough

Kevin McCullough was appointed Chief Operating Officer in March 2011. He is responsible for the Customer Services divisions of npower, heads up Health and Safety for the whole organisation and is the lead interface with UK government on all matters relating to UK generation asset operations and development. In addition to this he is Chair of Horizon Nuclear Power – the joint venture established between RWE npower and E.ON to develop nuclear power generation in the UK. He has recently been appointed Chair of the Welsh Assembly Government’s Energy & Environment Sector Panel.

Kevin joined the CEGB in 1984 and held a number of operations and engineering positions at Ferrybridge, Drax and Staythorpe coal-fired power stations and Killingholme gas-fired power station, before being appointed Production Manager at Little Barford gas-fired power station in 1996.

In 1998 Kevin became Station Manager at the company’s Midlothian CCGT power station in Dallas, Texas and in 2000 took up the position of Executive Vice President at Innogy America LLC in Chicago.

Following a move back to the UK, Kevin was Head of Integration and Business Transformation within Retail before becoming Managing Director of npower renewables in 2003. He joined the board of RWE Innogy in 2007 as Chief Operating Officer, with pan-European responsibility for on- and off-shore wind power activities. He then joined the board of RWE npower as Chief Technical Officer on 1st October 2009 taking responsibility for the Assets Division of the business.

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