At Accelerator Solutions, we’re proud to partner with Notting Hill Genesis (NHG) in fostering a culture that places residents at the core of every decision. Collaborating closely with NHG’s HR team, including Assistant Director Katrina Brownrigg, we provided leadership training designed to strengthen team collaboration, deepen empathy-driven decision-making, and cultivate a customer-first mindset.
Project goals: Embedding customer-centric leadership
As a not-for-profit with over 60,000 homes and 130,000 customers, NHG sought a shift to a customer-focused culture, beginning with empowered, empathetic leadership. Our role was to equip managers with the skills needed to make customer needs a central part of their decision-making, moving from a reactive service model to proactive customer engagement.
Our approach: Tailored leadership training
Our customised program targeted three key areas:
- Empathy in decision-making: Training leaders to prioritise customer impact across their work.
- Stronger team collaboration: Fostering open communication for unified, customer-focused teamwork.
- Enhanced performance culture: Promoting accountability and responsiveness to improve service delivery.
This approach enabled NHG managers to embrace a proactive stance, creating a culture where customer satisfaction is a shared responsibility.
Key outcomes: Cultural transformation in action
Our work has led to positive, tangible changes at NHG:
- Boosted employee engagement: Managers are better equipped to support their teams, improving morale and job satisfaction.
- Improved cross-functional collaboration: Enhanced communication has streamlined workflows and strengthened inter-departmental support.
- Elevated customer experience: With customers central to every decision, NHG has achieved greater satisfaction and trust.
As Katrina Brownrigg notes, “Our metrics have moved in a positive direction. More engagement is happening between departments and collaborative relationships are being built."
Contact Us
Our work with NHG demonstrates how targeted leadership training can inspire transformative change. If you’re looking to strengthen customer-centric leadership within your organisation, contact us at info@acceleratorsolutions.com to learn more. Let’s place your customers at the heart of every decision, together.
