JT’s frontline teams shine at National Customer Experience Awards

JT’s focus on customer care and customer experience (CX) during the COVID-19 pandemic shone through at a national awards event last week, where JT’s team were awarded Gold in the ‘Customer Experience in the Crisis’ category.

JT were up against strong global entries from much larger companies, like TalkTalk and Pharmacy2U. The judges decided JT’s commitment to meeting the unprecedented demand for fast and reliable connectivity to every household during the pandemic made it a worthy winner.

Daragh McDermott, Managing Director JT Channel Islands, said: “COVID-19 has challenged everyone, and our first priority was to always keep our customers connected. We were acutely aware of how reliant the whole community was on our infrastructure and services, so we worked quickly to support customers when they needed us most.  Measures like introducing free landline calls, upgrading our broadband network to 1GB/s at no extra cost and removing charging if customers went over their usage limits, were quickly put in place to ensure people stayed connected. I am really proud of how our teams have worked together and that they have been recognised in this way, as they too have found things very challenging during these extraordinary times.”

JT was also a finalist in the ‘CX in the Community’ and ‘Business Change Transformation’ categories, and also won Silver in ‘The Best Use of Insight and Feedback – Customers Voice’, beating insurance giants Vitality and broadband provider Swish Fibre.

Tamara O’Brien, Group Head of Corporate Communications, Brand & CX, added: ‘It’s fantastic to see our people’s total commitment to our customers, their colleagues and our wider community has shone through on a national stage, up against world class global companies such as TalkTalk and Pharmacy2U.

Our people were incredibly swift to adapt our services based on what our customers needed and to use the customer insight and data we had to help us support them.  This recognition underlines how important continuing to listen to our customers and evolving the service and experience we provide is.”

To see all the winners see : https://cxa.co.uk/winners-and-finalists-2021



Scouts use JT technology to make activities safer and more fun

Scouts use JT technology to make activities safer and more fun

Adventurous activities for young people in Jersey have been made safer and more challenging thanks to modern GPS-led SMART technology donated by JT.

Scout leaders from two island Scout groups are now using handheld devices powered by JT SIMs that send them data that enables them to monitor their troops from a safe distance during expeditions, hikes and bicycle rides.

This provides an extra layer of safety when the Scouts – who are aged from 10 to 14 – take part in activities that are aimed at developing teamwork, navigation skills and problem solving.

Dan O’Connor, Scout Leader, 23rd Jersey Scout Group, said: “We’ve recently been introduced to GPS tracking by a Scout leader from another group, and thanks to JT’s help both groups can now use this to deliver a more challenging programme.  Our Scouts are eager to get outdoors and to face challenges. They want to make their own decisions. This technology allows us to create activities which are exciting but also safe, where the perceived level of danger is much higher than the actual level of risk. The Scouts are developing independence, resilience and teamwork skills, but they’re also having fun.  We can track exactly where each group is and how fast they’re moving, allowing us to supervise them from a safe distance and provide help only if it becomes necessary. This gives them a greater sense of freedom and responsibility, not to mention the huge sense of accomplishment and confidence boost they get from completing a task without any adult help.”

Tom Noel, Director of Corporate Affairs and Sustainability, added: “Scouting is very popular in Jersey, but it’s reliant on the people who volunteer their time as leaders to provide fun and challenging activities for the island’s youth. With many of our own JT people actively involved in the scout movement we wanted to find a way we could use our digital expertise and network to help evolve practical activities. By using JT SIMs, leaders can link the small GPS trackers the Scouts take with them to provide real time positioning so they can see where they are on a map. The scouting motto is Be Prepared’ and I think this is a fantastic way to help our young people learn important life skills and show great teamwork and leadership. They can plan and execute each outing, while their leaders can ensure they are comfortable, warm, safe and, most of all, prepared to face the unexpected — but safe in the knowledge that if needed, they can step in to support.”



Jersey’s fibre broadband network ranked as best in the world

Jersey’s fibre broadband network ranked as best in the world

Responding to the news that Jersey’s full-fibre broadband network has been listed at the very top of the World Broadband Speed League 2021 (produced by the comparison site, cable.co.uk), JT’s Managing Director, Daragh McDermott commented: “When we began the rollout of fibre to the home in Jersey a decade ago, we knew it would be a hugely challenging programme of work, but we also knew it was the right thing to do and that we needed to get it completed ahead of the customer demand that we predicted was coming down the line.

“Following completion of the fibre rollout four years ago, we have continued to invest in our quality of service and our customer experience, as well as proactively increasing the minimum speeds provided to our subscribers. By way of an example, the package of measures introduced by JT to assist subscribers with their connectivity requirements during the pandemic included an increase of speeds to 1 Gb/s (synchronous) for all subscribers. These increased speeds remain in place at no additional cost to JT subscribers, and the use being made of the connectivity has helped us reach the very top of the World Broadband Speed League 2021. It is also noteworthy that we are ahead of the closest comparator by a significant margin.

“Jersey’s full-fibre network will serve the island well for generations to come, and we are excited about how islanders and businesses can now use the infrastructure we have built to make the most of the amazing digital opportunities which are out there. We are also now looking forward to assisting our colleagues in Guernsey to achieve a similar outcome, following the announcement yesterday by the Committee for Economic Development to commence an island wide fibre rollout.”



Connected Britain shortlists JT for two major awards

JT has joined the likes of Vodafone,  BT and O2 on the shortlist of the Connected Britain Awards, in recognition of the work it has done on sustainability, and supporting the community.

The 2021 Awards shortlist includes JT in both the Sustainibility Award, and the Community Improvement Award.

The final winners will be announced at Connected Britain’s ‘The Future of UK Connectivity” conference on 21st September in London, at which the Managing Director of JT, Daragh McDermott will also be giving a presentation on “The role of digital infrastructure in the delivery of critical public services.”

You can watch more about this major telecoms sector conference here.

#ConnectedBritain is one of the top UK events covering the technology, regulation and investment environment for the rollout of next generation broadband. It says that 2021 will explore in more depth how next generation broadband technologies, especially fibre and 5G, are enabling an economic revolution in the UK.

JT’s MD, Daragh McDermott added: “I’ll be speaking at the conference about how companies like JT can use their digital infrastructure – such as a full-fibre broadband network – to support their communities, particularly in challenging times such as the recent pandemic. I’m really proud of the way the team at JT has pulled together to keep islanders connected throughout everything we have all had to cope with.”

JT’s Director of Corporate Affairs and Sustainability Tom Noel commented: “JT intends to do all it can to help the island meet its goal of becoming carbon neutral by 2030, and we have recently published our sustainability strategy to do just that. To see our efforts marked with this shortlisting suggests we have started in the right way, and can now really ‘kick on’ to support this exceptionally important goal in the years to come.”



Durrell Rewild - Tom Noel

JT supports planet healing project

JT is one of the first large sized companies in Jersey to support a local scheme that helps revive ecosystems and communities around the world, while also reducing the effect of carbon emissions.

The telecoms company, which launched its 10-year Sustainability Strategy earlier this year, has signed up to Durrell’s Rewild Carbon scheme, which is taking a different approach to the more traditional carbon off-set projects by increasing the benefits to both investors and benefactors. With the support of JT, Durrell will work with our local community and communities around the world to create sustainable livelihoods while also repairing some of the damage that has been caused to nature. Their mission is to rewild species, people and places.

Carbon offsetting provides companies, organisations and individuals the opportunity to reduce their greenhouse gas emissions and where this is not possible to offset what they cannot reduce. Durrell’s Rewild Carbon goes further, the scheme addresses the need to solve both the climate and biodiversity crisis by recovering ecosystems, rewilding species, reducing carbon and rebuilding livelihoods. Durrell is guaranteeing 95% of the money invested by its partners in its offset scheme will go straight to nature, with no intermediaries and profiteering.

Tom Noel, Director of Corporate Affairs and Sustainability, said: “When we launched our Sustainability Strategy, we specifically researched carbon offsetting schemes that would fit with our own values. It’s important for us and our people to be part of something today that makes tomorrow better for everyone. When we saw the enormous scope and potential that Durrell has with their Rewild Carbon project, we knew this was where our support belonged. By investing in the Rewild Carbon scheme we’re supporting local people as well as protecting endangered species, highlighting social problems whilst educating and reminding us that this is our world, and we are all responsible for it.

As a local business we support the Government’s Carbon Neutral goals. Each month we are making changes to help reach those goals. For example, we continue to reduce the number of vehicles we use on Jersey roads and by converting the remaining fleet to all electric, we are making a significant and tangible difference towards reducing our carbon emissions. Further by joining this scheme we are now taking another proactive step by offsetting the carbon emissions of our remaining on-going fleet and that of our properties. Jersey’s Climate Conversation is well underway, but with conversation comes actions, so for JT committing to being part of this important scheme and working with a brand built on transparency and integrity, we are taking another step towards carbon neutrality. I look forward to a lasting and building relationship with Durrell supporting this fantastic initiative in the years to come.’’

Dr Lesley Dickie, Chief Executive Officer of Durrell, said: “There are so many reasons why businesses should get involved in Rewild Carbon, not just because it will help in the global effort to fight climate change, but they will be seen by their customers and partners as businesses that are doing the right thing. Our first project will be in the Atlantic rainforest, an incredibly lush and diverse forest in Brazil which is home to black lion tamarins, jaguars and giant anteaters. It has shrunk to a tiny fraction of what it once was due to intensive clearance for farming, and only 6% of the interior rainforest remains in isolated fragments. With JT’s help, we are planning to plant corridors of native trees which will trap millions of tonnes of carbon and help local species thrive.”



JT Response to COVID recognised in National Awards

JT’s customer care during COVID recognised in National awards

Keeping customers at the very heart of its response to the COVID-19 pandemic has put JT in the running for more National awards for outstanding customer experience from its teams.  JT’s customer commitment shone through with the company reaching the finals in four categories at the leading UK Customer Experience Awards. This follows similar success last month where JT’s teams are finalists at the International Digital Experience Awards.

JT’s priority throughout its 130 history as the Channel Islands only locally owned telecoms company, has been to keep customers connected while providing a world-class customer experience. Never more so than during the Coronavirus Pandemic, when the demand for fast, reliable, connectivity to every household was unprecedented.  It became vital to ensure every islander could continue to work, learn and stay connected from home, online and equally receive the support from JT when they needed it.

That was recognised in two of the categories the company has been shortlisted for – ‘Customer Experience in the Crisis’ and ‘CX in the Community’ – where it will face competition from leading national brands TalkTalk, the Co-op and LV. JT is also shortlisted in ‘The Best Use of Insight and Feedback’ and ‘Business change and transformation’ categories.

Daragh McDermott, Managing Director JT Channel Islands, said: “ COVID-19  created a global humanitarian and economic crisis which brought challenges for every business in every sector and for our island as a whole.  For JT that meant swiftly combining our expertise and ability to adapt, with our passion for and dedication to excellent customer service. Like so many others, our teams showed immense courage and strength, coming to work every day even if it was from the spare room or the kitchen table – they did it with smiles on their faces and a commitment above all to serve others and make sure our customers stayed connected. We are nothing without the people that make up JT, these dedicated teams are the guardians of the islands critical infrastructure, and this is recognition of that service.”

Tamara OBrien, Group Head of Corporate Communications, Brand & CX, added: “We’ve always dedicated ourselves to reviewing and analysing how we do things, it’s how we learn, grow and improve. During the pandemic customer enquiries increased by more than 350%, and with that came invaluable feedback and opportunities for us to adapt how we supported our customers better and faster and across the channels they needed us most. From this insight we very quickly adapted our customer experience efforts to meet customers’ primary needs, which were safety, security, and everyday convenience. Our teams rose to whatever challenge came their way, adapted to providing a faster and more digital service and I am so pleased that their efforts are being recognised on a national stage.’’

The winners of all categories are due to be announced in October after a rigorous judging and presentation process: https://cxa.co.uk



JT signs up to Diversity and Inclusion Charter

JT signs up to Diversity and Inclusion Charter

JT has signed up to the Institute of Directors (IoD) Diversity and Inclusion Leadership Charter as it continues to build upon its Sustainability and D&I Strategies and champion best working practices.

The Charter has been introduced on the island to help encourage workplace cultures where diversity and inclusion is promoted. It will look to provide businesses with the tools and infrastructure to convey a number of core activities including flexible working, safeguarding equal opportunities and better work-life balance.

As part of JT’s D&I strategy it continues to train mental health first aiders, taking the total in the business to 30, the largest cohort in Jersey. It has also launched virtual bi-weekly mental health coffee mornings, introduced new ways of flexible working and ensured a good range of D&I questions are included in its monthly people engagement survey to measure progress.

Nicola Reeves, JT Group HR Director, said: “We feel as one of the largest and oldest local businesses on the island it is important to visibly demonstrate our commitment to the themes of diversity and inclusion and signing up to this Charter is another step forward for JT. As part of the Charter, we hope to place a greater value on different attitudes and emphasise how important it is to have a truly representative workforce, and we both applaud and support the IoD in tackling such important issues. For us at JT, attracting and developing diverse talent is crucial to our long-term success as a sustainable business and community.

Lisa Springate, Jersey Chair, Institute of Directors – Jersey Branch, said: ‘Last year the IoD set out its vision to embed progressive diversity and inclusion activity within Jersey’s business community. JT has been a core part of island life and a leader of innovation for over 130 years, and today is the custodian of our critical infrastructure. Their ongoing commitment to our community and to creating a diverse and inclusive workplace, one that makes everyone feel equally involved and supported is an example of how they recognise and value a collaborative approach to working – together we really do make change happen.’’

Under the Charter each business will be required to self-certify annually, disclosing its D&I journey and using the opportunity to share examples with others. JT has previously supported the IoD by signing up to their Vision Statement published in 2020, a prequal to the establishment of the Charter.

The island’s leading telecommunication operator is also a member of the Employees Network for Equality & Inclusion (ENEI), the UK’s leading employer network and carries the organisation’s TIDEmark as an evaluation of the areas of talent, inclusion and diversity.



JT CEO steps down to lead IoT business

JT Group CEO steps down to lead Internet of Things business

After nearly 12 years as CEO, the Board of JT has agreed that Graeme Millar will step down as JT Group CEO. He will remain in Jersey, to head-up its recently sold Internet of Things (IoT) business.

John Diamond, who has been with JT for 11 years – most recently in Australia where he is Senior Vice-President, Asia Pacific – will act as Interim CEO of the JT Group, while a recruitment process for a permanent replacement is carried out.

Phil Male, JT Chair, said “I would like to thank Graeme for the passion and devotion to JT he has shown over the years and the work he has done to transform JT into one of the planet’s most innovative and commercially astute telcos. This has been achieved whilst retaining the company culture that aims to truly support and serve our customers. Whilst both Gigabit Jersey and our international growth have been major successes during Graeme’s time in office, I am most proud of the way that he lead JT to support our communities when Covid hit.

“I know that Graeme will work closely with John Diamond who has for many years been part of our CEO succession plans. John will arrive in Jersey, later this week to take up the position of Interim Group CEO, working with Graeme for a few weeks to ensure a smooth transition. In July the Board will launch the process to select a new permanent CEO.”

Graeme Millar added: “It has been the greatest honour of my lifetime to lead JT, but with Gigabit Jersey complete; a successful sale of our world beating IoT business and our Covid support efforts starting to wind down it is the right time for JT to select a new leader for the next decade. I am delighted to have the opportunity to lead the next phase of growth of JT IoT and especially pleased that this will allow me to continue to live in Jersey.

“I would like to thank all of my colleagues at JT that have made the last 12 years so enjoyable and successful. Finally, special thanks to the three Chairmen that I have served under: John Boothman, John Stares and Phil Male, without whose guidance and support I would have achieved so much less.”

For more information, contact Chris Rayner on chris@directinput.je

 

About JT

From its origins in Jersey in 1888, JT is an innovative global telecommunications firm, employing more than 600 people in 7 global locations.  Our clear purpose is to connect our Channel Island customers to their sustainable future. To do that, we form long-standing partnerships with leading communications businesses to deliver the products and services expected from a full-service, world-class communications provider.   Our fast-growing International business, also includes successful fraud protection and bulk messaging services.

Owned by the people of Jersey, JT has completed a socially inclusive project to install a full-fibre broadband network in Jersey, making the island the first jurisdiction in the world to have 100% full-fibre connectivity to all premises, with the second fastest broadband speeds in the world.

Throughout the Covid crisis JT continues to provide all of its Channel Island Fibre customers with a 1 Gbit/s synchronous service, at no extra cost. Our Channel Island customers also enjoy an award-winning 4G mobile network, with 5G trials currently underway.



JT launch their 10-year Sustainability Strategy

JT has launched a 10-year Sustainability Strategy, setting clear targets to reduce its impact on the planet and local environment, and to become a carbon neutral business by 2030.

The JT Sustainability Strategy focuses on two main ambitions, centred around Planet and People. Not only are they focused on reducing environmental impact, but the strategy also outlines their focus on promoting diversity within the organisation and connecting and bringing together our communities. For over a century, JT has been at the very heart of island life, adapting to change and leading innovation and technology in the communities it serves. Today JT has a very clear purpose, which is to help connect their people, customers and islanders to their sustainable future.

The Telecoms operator worked with The Carbon Trust to benchmark and baseline their carbon emissions, bringing existing environmental activities together into a robust and formal planet policy and future vision. That includes using more locally generated renewable energy, reducing their fleet size and moving to electric vehicles, scaling down and repurposing their property estate, while also supporting their customers and partners to reduce their own carbon footprint.

The People strategy also outlines JT’s focus on the community and their commitment to supporting local charities, vulnerable groups and champions the importance of digital education and online security for all. Workforce diversity and inclusion is also a key focus area for the Group which they see as critical to ensure growth and attract the best talent.

Graeme Millar, JT Group CEO, commented: “Climate change remains one of the most urgent challenges for our society today. The fight to contain it requires a genuine commitment from all of us, it’s an opportunity for everyone to work together to protect the world we all share. For us, this is a really important part of our 10-year strategy alongside our ‘social sustainability’ commitment to do good in the communities we live and work in. We’ve a responsibility to champion and lead on digital inclusivity and education and I’m excited to see the benefits that will bring to our islands. We’ve set ourselves some ambitious targets, which won’t be achieved overnight, we hope when we report back each year, we can demonstrate positive steps forward.  We know we won’t get it right first time, however with the support of our people, customers and partners we hope to see good our commitments to supporting our purpose, while providing positive digital and social experiences.

Energy use is an essential part of day to day business operations, but all telecom operators have considerable scope to cut energy costs and consumption which is why JT’s teams are determined to make efficient and sustainable changes wherever the opportunity presents itself.

Tom Noel, JT’s Director of Corporate Affairs and Sustainability, said: “We’re already making great progress in reducing energy use in all our buildings, using a series of simple solutions such as sensors that make sure lights are not left on, something every business can commit too. We’re putting our foot firmly on the accelerator to achieve wider sustainability goals within our communities, supporting the aims of being a force for good. That’s not just about reducing our use of energy and switching to renewable sources, it’s also about being at the core of community life and supporting a digital future for everyone, because we really believe that the way forward is together’’.

Read our 10-year Sustainability Strategy  >



Former BT Executive added to the JT Board

A former BT executive who helped the organisation achieve a world number one ranking for customer services has been appointed as a Non-Executive Director of JT.

Angus Flett is the CEO of Smart Data Communications Company, he has an extensive background in telecoms, including roles in product management, marketing and service operations. He held a senior role at Vodaphone, where he was Senior Vice President for Global Enterprise Products.

While at BT, Angus was the Managing Director of Customer Service and Customer Relationship Management, where he was instrumental in BT’s world number one ranking for agent technical expertise and number two for agent responsiveness. He was also responsible for BT’s Internet Service Provider division which was the fifth largest white-label ISP in the UK, providing services to EE, Vodaphone, Post Office and SSE.

Angus Flett said: “JT’s reputation among much larger businesses in the UK and overseas is already excellent and that reputation is growing rapidly. It is a forward-looking company that is doing remarkable things in the Channel Islands and around the world. That’s why I wanted to join the JT Board, and I’m delighted to be working with such a creative, ambitious and diverse company. What impresses me more though is how well embedded JT is in its community. This was demonstrated this year when it won Silver at the UK Customer Experience Awards, beating BT in its category, I might add. Listening to customers and acting on their feedback to develop products and services shows JT is a company that is moving forward and taking its core customers with them.”

JT Chairman, Phil Male, said: “We are really fortunate that we are able to attract people with such a broad level of experience in senior management as Angus. His leadership at some of the world’s most well know telecoms companies will be a huge asset to the JT Board and will no doubt help with our long-term vision for growth and sustainability both in the Channel Islands and internationally. The business world is facing uncertainty at the moment, but this appointment will further strengthen the ability of the Board to oversee JT’s operations and services.”

Graeme Millar, CEO JT Group, said: “We’re delighted to welcome someone of Angus’s calibre to JT. His expertise and experience will greatly bolster JT’s long-term plans and strategies. It is also hugely beneficial that he comes from a background of customer service and customer relationship management, an area that is very important to us and our people as we continue to provide and receive positive customer experience feedback, which is crucial to the success of our business.”