A Family Affair: Nicola Bates Decades‑Long Journey at Centrica

You’re one of Centrica’s longest‑serving female colleagues — what first brought you to the company, and what has kept you here?

What first brought me to Centrica was my mum’s very firm, very mum‑like advice: “It’s a great job and they look after you - get yourself in there.”

And like most of us eventually realise… mum was right. 

I joined thinking it might be a good job for a few years - and somehow those years turned into decades. What has kept me here is a mix of brilliant people, genuine support, and a feeling that the company actually wants you to succeed, not just turn up. I’ve grown up here in many ways, and so has the company.

There have been moments where I’ve thought, “Wow, I’ve really been here a long time,” but then I look around at the colleagues who feel like family, the leaders who’ve believed in me, and the customers who remind you why the work matters - and it all makes sense.

With your mum and children also having worked at Centrica and British Gas, what does it mean to you to be part of a multigenerational Centrica family? 

Being part of a multigenerational Centrica family feels a bit like being in a long‑running TV series where every season introduces another relative in a British Gas uniform!

My mum was the original trailblazer - she worked in the Supply Chain in the warehouse office, handling all stock ordering, deliveries and queries. Back in the day we stocked all items such as boilers, fires, cookers, fire surrounds and all parts associated with these. She set the tone early on: work hard, be kind, and always have a spare jumper because the warehouse was freezing.

Then my children joined, carrying the torch (safely and in full compliance with health and safety, of course). They all work for the supply chain, bringing their tech-savvy instincts to the role. 

So for me, being part of a multigenerational Centrica family is about pride. It means our family hasn’t just watched the company evolve - we’ve been part of it at every stage. It’s knowing that when someone says “I’ve been with British Gas forever,” I can reply, “Same here - literally. It’s a family hobby.”

It’s sincere, it’s meaningful, and yes  it’s a little bit destiny. Or at the very least, a very long-running family tradition that I’m proud to continue.

How have you seen the company evolve over your career, and what changes have made the biggest difference to colleagues and customers?

Over my career, I’ve seen the company evolve - sometimes gradually, sometimes dramatically, but always moving forward. One of the biggest early shifts was back in 1993, when British Gas to split into four parts: Transco, Retail, Service, and Trading. At the time it felt huge, like someone had taken a giant organisation we all knew inside-out and shaken up the pieces. But it was also the moment we truly started modernising, specialising, and becoming more agile.

Since then, the changes have kept coming, and they’ve genuinely made life better for both colleagues and customers. Technology has been the biggest game‑changer: systems that used to take ages now happen in seconds, information flows more easily, and customers have more ways to get help than ever before. 

Culturally, the transformation has been just as big. We’ve become more open, more supportive, and more focussed on wellbeing and development. Years ago, you hoped someone would “look after you.” Now, it’s built into how we work - clearer career paths, better training, more flexibility, and a much stronger sense of purpose in the energy transition.

So when I look back, the company I joined and the company I work for today are almost unrecognisable. But the heart of it - looking after customers and caring for each other - has stayed the same. Everything else has evolved for the better, and I’m proud to have seen that journey with my own eyes (and survived every system upgrade along the way!).

How has being surrounded by family members within the organisation influenced your experience and connection to the business?

Being surrounded by family members within the organisation has genuinely shaped my experience in the best way. All three of my daughters work in different departments across Supply Chain, and they’re all based at the National Distribution Centre in Leicester.

It’s lovely really - we’re all doing completely different roles, but still part of the same bigger mission. And every now and then, I'll pop in the NDC to get the chance to see them, along with friends and colleagues I’ve known for years. It feels a bit like coming home.

Having my family within Centrica has made the connection to the business even stronger. It’s not just a workplace - it’s something we share, support each other through, and take pride in together. And I have to admit: it’s quite special knowing that our family has become its own little branch of the Supply Chain!

What do you think makes Centrica a place where people build long careers?

I think people build long careers at Centrica - including my own family - because it’s a company that genuinely looks after its people. That’s certainly why my mum encouraged me to join all those years ago, and she was absolutely right.

What keeps people here, generation after generation, is the culture. You feel valued. You know your work matters. You’re trusted, supported, and given opportunities to develop. And on top of that, you build friendships that last decades - the kind that make coming into work feel familiar and proud, not just routine.

You’ve worked with so many teams over the years — what’s one piece of ‘Nicola wisdom’ your colleagues would say you’re famous for?

I think the one piece of “Nicola wisdom” my colleagues would say I’m famous for is:

“We’ll be alright - there’s always a solution. Now let’s crack on!”

Over the years, I’ve earned a bit of a reputation for keeping everyone calm, sorting the chaos, and somehow making it look like we planned it that way. If there’s a crisis, a pallet missing, or a last‑minute curveball, I’m usually the one saying:

“Right, we’ll figure it out - we always do.”

Basically: less drama, more doing - with a smile, a laugh, and maybe an eye‑roll for good measure.

And finally… if Centrica made a “long‑service loyalty card”, what perks would you hope to unlock?

My own forklift - metallic gold, diamanté steering wheel, under‑glow lights, and my name on the side in full glitter script.
If I’m driving around the warehouse, people should see me coming from space.

Then I’d like priority parking, ideally right at the entrance, with a sign that says:“Reserved for Nicola - long service legend” 

Finally, a blinged‑out high‑vis vest (sequins optional, sparkles mandatory) and maybe even a personal mug throne in the kitchen so no one steals my Leicester City football mug!

Basically, if there’s going to be a loyalty card, I'd want the full diva package. After all these years, I think I've earned a little sparkle!