- Culture change to shift the customer services organisation to a more proactive model for serving, retaining and developing customers. The programme broke down silos between departments, introduced new ways of working and accountabilities and established greater management and front-line capability and communication skills.
- The programme won a National Training Award in recognition for its impact on performance and culture.
“The programme has had numerous benefits on both the business and its people. A key example would be as an enabler to further developing our adult/adult culture. The programme gave people the confidence and tools to communicate in an open and honest manner with each other – upwards, downwards and across the organisational hierarchy.”
Scott Tierney, HR Director