People

The Workplace

Being a responsible business cannot be achieved without the support and active engagement of our colleagues. They are fundamental to the delivery of our business vision which is to define and lead Community Shopping, through our passionate creation of vibrant retail spaces and exceptional customer and guest experience. Our aim is to ensure that we promote a progressive company culture which is a combination of who we are, how we work together and the pride we generate. Our aim is to engage, develop and reward our people, retaining our reputation as an employer of choice within the sectors in which we operate. We want to provide relevant, engaging training for all our employees in order that they can make their fullest contribution to our success and deliver exceptional customer service. We set out to provide a working environment which supports the wellbeing and health of all our people, taking account of the diversity of our workforce and reflecting our values and ethics.

Highlights from 2017

  • Retained our focus on Continuous Improvement as part of the Working Smarter initiative which has driven efficiencies across the business
  • Successfully launched the new Management Training programme achieving an average positive evaluation of 90%
  • All centres participated in the Revo Achievement in Customer Excellence Awards (ACE) and achieved an average Mystery Shopper rating of 81%, +4% improvement on last year and compared to the industry average of 77%
  • Achieved 89% return rate on C&R Pulse, our inhouse Staff Engagement Survey
  • All centres participated in the Revo Achievement in Customer Excellence Awards (ACE) and achieved an average Mystery Shopper rating of 78%. +22% improvement on last year
  • Launched our advanced Customer Service Training Programme including our 10 Golden Rules of guest engagement
  • Launched our Wellbeing Committee across the business

 

Priorities for 2018

  • Launch a new Guest Experience Training Programme which will be evaluated by the mystery shopper results and the Guest Net Promoter scores
  • To deliver a revised policy and audit procedures compliant with GDPR legislation
  • To launch our new training and development training programme to assist our teams in delivering our refreshed business strategy
  • All centres to enter the Revo Achievement in Customer Excellence Awards (ACE) and achieve an average rating of at least 77%
  • To launch our new communication platform CARTER (Capital & Regional Team Engagement Resource)