National Customer Service Week is always a highlight in our calendar. It’s a chance to recognise the incredible contributions of colleagues who go above and beyond every day, supporting customers, colleagues, and communities. This year, we’re especially proud to celebrate two colleagues, Emily Snowdon and Johnny Linney, both finalists in the Shining Star Awards. Their stories are a perfect example of how dedication and heart can make a real difference, both to their colleagues and to the people we serve.
Emily Snowdon – Everyday Hero finalist
Emily’s nomination described her as a role model within HelpPoint and National Accounts, and it’s easy to see why. She leads by example, always willing to roll up her sleeves and support colleagues, whether that’s guiding them through new systems, taking ownership of challenges, or simply being a reassuring presence.
Emily has been central to the rollout of our new Service Cloud system, designing and delivering training, listening to feedback, and adapting the process so it works best for the team. But beyond technology, her real strength lies in the culture she creates. Emily believes that a happy team is the foundation of great customer service. She organises team-bonding sessions, quizzes, and morale-boosting activities, creating an environment where people feel supported, connected, and motivated.
When asked about the recognition, Emily admitted she was shocked at first, but said:
“It’s really special. I do try my best all the time, and I care a lot about the job. I care about the clients, about operations, and about making sure they get the best support possible. But the real reward for me is seeing my team happy and thriving.”
Emily is quick to share credit, too. She singled out her colleagues, Kelli, Steph and Marc for their hard work as team leaders, and praised Dawn and Christine for their constant support:
“HelpPoint wouldn’t be the same without them. They make my job smoother, they’re always there to cover for each other, and they’re brilliant at what they do. I couldn’t be prouder of the team we’ve built together.”
Over her five years at Churchill Group, Emily has seen HelpPoint grow in both scale and confidence. What was once a small team is now a vital part of the business, delivering complex support and building strong relationships with national accounts. She sums it up simply:
“It’s just a nice place to be. There’s laughter, there’s banter, and people are proud to work here. That’s what makes the difference.”
Johnny Linney – Impact Employee finalist
Johnny works as our Facilities Coordinator. His role covers everything from property management and repairs to compliance and budgeting, but it’s in sustainability where his impact has been most impressive.
Over the past two years, Johnny has been the driving force behind our green energy commitments. He negotiated and secured long-term sustainable energy contracts for all of our offices, a move that not only reduces our carbon footprint but has also saved us money.
As his nomination put it, Johnny is “prompt and tenacious, often improvising to make sure deals are signed, sealed, and delivered before the opportunity closes.”
But Johnny’s influence doesn’t stop at energy contracts. In Gateshead, he’s promoted sustainability awareness in the office, from energy-saving initiatives to making sure colleagues have access to fruit, coffee, and breakout spaces that boost wellbeing. He explained how these internal efforts resonate externally too:
“Clients like to see how we treat our own people. When they visit, they notice we’re not just putting on a front, we really are living our values. A good internal culture means we deliver better externally, and I think that matters.”
For Johnny, being nominated came as a surprise:
“At first I thought, oh no, pressure! But it’s actually really nice. I’ve even had people message me just to say, ‘I hope you win.’ That means a lot. It shows people value what I do.”
HelpPoint team achievements
Over the 16 months, the HelpPoint team has handled an impressive 40,200 cases, showcasing their versatility and dedication. This includes more than 4,700 window requests, 4,200 washroom tasks, and 2,700 pest control cases. From general and deep cleaning to facilities management, compliance, and IT support, no request is too big or too small. They also managed hundreds of employee queries, reporting tasks, and new business requests, while sourcing thousands of items through purchasing channels.
Whether it’s seasonal tasks like Christmas preparations, managing fruit baskets, or ensuring safety through health and safety reporting and PAT testing, the HelpPoint team keeps the business running smoothly, all with exceptional standards and a proactive, customer-focused approach.
Why this week matters
Emily and Johnny show that customer service isn’t just about answering calls or solving problems; it’s about people, culture, and doing the right thing. Emily demonstrates how a supportive and positive team culture can elevate performance and make clients’ experiences better. Johnny demonstrates that sustainability, dedication, and attention to detail create meaningful impact, both internally and externally.
This National Customer Service Week, we celebrate them and all our colleagues across Churchill Group, who work tirelessly behind the scenes to make a difference every day. Their stories remind us that great customer service comes from care, commitment, and a genuine passion for helping others.
Congratulations Emily and Johnny on your nominations and thank you for everything you bring to your roles. You make us proud every day.