Our Services

Our service offering can be tailored to suit you

We deliver services which are Expert Partner Outsource Provider

Strategic

Creating Excellence
We work with you to develop your strategy
Develop startegy alinged to your vision Embed your strategy to realise your visioin. Ongoing strategic development on your behalf

Tactical

Ensuring Effectiveness
We support you to turn your strategy into policy
Design policy to achieve your strategy Support you to apply policy and achieve compliance Practically apply policy within your organisation

Operational

Delivering Efficiency
We assist in lean and creative processes
Create lean processes to adhere to your policy Implement lean processes to drive efficiency and compliance Deliver efficient service on your behalf, in line with your process

People & Culture

People are at the heart of any organisation. If you look after your people, they will look after your customers.

We understand the importance of an effective, yet realistic people strategy, the development of policies which allow adherence to legislation and the creation of processes which are easy to use and can be easily adopted.

Reward & Recognition Learning & Development Culture & Engagement Employee Relations Performance & Capability Health & Wellbeing

Strategic

Creating Excellence
- Organisation design
- Operating model
- Pay framework
- Employee value proposition
- Recognition & awards
- Organisation development
- Workforce & talent planning
- Succession plans
- Resource optimisation
- Employee engagement
- Social media & digital communication
- Behaviour framework
- Equality, diversity & inclusion
- Disciplinary trend analysis
- Grievance trend analysis
- Legislation & best practice support
- Bid & tender support
- Organisational & role based objectives
- Reviews & appraisals
- Coaching & mentoring
- Leadership & management development
- Health & wellbeing awareness
- Workplace wellbeing
- Accessibility to services
- Health and wellbeing analysis & action

Tactical

Ensuring Effectiveness
- Annual leave policy
- Overtime & expenses policy
- Management of reward partners
- National minimum & living wage
- Skills gap analysis
- Mandatory training
- Risk register
- Training budget & spend management
- Management of training partners
- Social media & communication policy
- Respect & dignity at work policy
- Employee handbook
- Equality, diversity & inclusion networks
- Discipline & grievance
- Maternity, paternity, adoption & parental leave
- Flexible working
- EAT & conciliation advice & support
- Organisational & role based objectives
- Review & appraisal
- Policy & support
- Coaching & mentoring
- Performance & capability policy
- Holistic absence management
- Management of H&WB partners
- Arrange & facilitate first aid & mental health training

Operational

Delivering Efficiency
- Payroll processing
- Pensions administration
- Reward & bonus administration
- Legislative reporting to HMRC"
- Arranging & booking training
- Management of training records
- Apprenticeship & CITB levy administration
- Newsletters
- Social media posts
- Workshops & huddles
- Gender pay gap reporting
- Website management
- HR helpdesk
- HR administration
- Recruitment
- Onboarding
- Employee lifecycle
- Off-boarding
- Employee records
- Performance appraisal
- Process & administration
- People metric reporting
- Capability concern administration
- Employee absence recording
- Health & wellbeing calendar
- Administration of health & wellbeing
- Initiatives & events

Business Intelligence

We understand the need to translate vast amounts of data collected by and available to companies into digestible information to allow you and your customers to plan for the future.
Systems Reporting Analytics Office 365 Utilisation

Strategic

Creating Excellence
- Systems strategy
- System audit & review
- Inclusive & privacy by design
- System recommendation
- Data strategy / modelling
- Data & system integrations
- Reporting plan
- GDPR privacy by design
- Analysis strategy
- Demonstrable performance against corporate strategy
- Data research
- Analytics maturity & capability
- O365 utilisation strategy
- Stakeholder engagement
- User experience & learning
- Business tool

Tactical

Ensuring Effectiveness
- System design
- System requirements
- Automation
- Implementations
- Business warehouse utilisation
- Data lakes & coding
- Azure in conjunction with Power BI
- Data business rollout & usage
- Trend analysis
- Data driven recommendations
- Proof of concept
- Business process
- Future & past
- CRM & case management systems
- MS flow & powerapps
- MS teams
- O365 Groups

Operational

Delivering Efficiency
- System user guides
- System training
- System support
- System management
- Data extraction
- Data manipulation
- Power BI dashboards
- Key Performance Indicators (KPIs)
- Bespoke report analysis
- Customer analytic data
- Employee analytic data
- MS bookings
- MS sway (presentation)
- MS forms
- MS StaffHub & MS stream

Customer Excellence

With customer demands becoming increasingly challenging, we assist you in delivering excellent customer experience.

Using the Institute of Customer Service pillars as our framework – culture, strategy, process, people – we optimise the customer journey in all processes, maximising the moment of truth interactions.

Customer Journey Ease of Access Service & Behaviour Customer Voice

Strategic

Creating Excellence
- Customer journey mapping
- Moments of truth
- Stakeholder engagement
- Business continuity & resilience
- Technology infrastructure
- Omni channel inclusive design
- Privacy by design
- Listening posts
- People & culture
- Employee reward & recognition
- Employee development
- Value based employee policy & process
- Customer identification
- Customer engagement strategy
- External award & accreditation strategy

Tactical

Ensuring Effectiveness
- Process mapping
- Process re-design
- Networks & ambassadors
- Automation & lean principles
- Secret shopper
- CRM system
- Case management system
- Reporting of KPI’s & SLA’s
- Data & analytics campaign mgmt.
- Customer experience & unconscious bias training
- Viral networks & peer to peer
- Values & behaviour framework
- Voice of the customer
- Process development
- Feedback capture
- Mechanism design
- Feedback analytics & recommendations

Operational

Delivering Efficiency
- Customer experience managers
- Customer liaison officers
- Customer service centres
- Postal
- Telephone
- Email
- Live web chat
- Social media
- Newsletters
- Case studies
- Training administration
- Training return on investment
- Voice of the customer
- Customer feedback & survey administration
- Accreditation & industry award administration
- Customer complaints

Customer Excellence

With customer demands becoming increasingly challenging, we assist you in delivering excellent customer experience.

Using the Institute of Customer Service pillars as our framework – culture, strategy, process, people – we optimise the customer journey in all processes, maximising the moment of truth interactions.

Customer Contact Planning & Scheduling Operations Admin Transactional Support

Strategic

Creating Excellence
- Customer experience strategy
- Customer contact method (Omni)
- Stakeholder engagement
- Planning strategy
- Commercial cost modelling
- Performance strategy
- Strategic planning
- Corporate business strategy
- People strategy
- Target operating model
- 3-legged Ulrich Model
- Centres of excellence
- Shared service centres
- Business partnering

Tactical

Ensuring Effectiveness
- Process mapping
- Process re-design
- Moments of truth
- Risk management & business continuity
- Skills gap analysis & commercial impact
- System automation
- Advance reporting & action
- Absence management
- Lone worker app
- Traffic management planning
- Reinstatement audit & review
- Automation & lean principles
- Repeatable transactional tasks
- Power BI
- Power apps
- Key Performance Indicators (KPI’s)

Operational

Delivering Efficiency
- Omni channel contact centre
- Customer-led process
- Customer feedback & audits
- Customer service training
- Planning & scheduling of work
- Management of operative skills
- On-day jeopardy management
- Emergency jobs
- Data collection
- Safe dig prints
- Traffic management administration
- Lone worker
- Health & safety reporting & audits
- Mailbox & webform management
- Remote reception, PA & diary management
- Purchase order & ledger
- Sales order & ledger
- Credit control
- Total ‘transactional finance’ service

Business Transformation

Business transformation is in short, a change management strategy which aims to align your people, process and technology initiatives to your business strategy and vision.

In today’s highly competitive market conditions with tough economic challenges, change is constant and we want to help you glide along that change path with ease. We help you become more agile, efficient and make you easy to do business with.
Transformation People Process Systems

Strategic

Creating Excellence
- Business transformation goal & SMART objectives
- Business transformation strategy
- Target operating model
- Organisation design
- People strategy
- Reward & recognition
- Learning & development
- Employee relations
- Leadership & performance
- Culture & engagement
- Process transformation framework
- Lean principles
- Six Sigma
- Waterfall methodology
- Systems strategy
- System audit & review
- Inclusive & privacy by design
- System recommendation

Tactical

Ensuring Effectiveness
- Programme management plan
- Project gateway & milestones
- Feedback & review
- Stakeholder workshops
- Communication plan
- Leadership & management support
- Coaching & mentoring
- Process mapping
- Process re-design
- Customer journey
- Inclusive design
- Privacy by design
- System review
- System requirements
- System design
- Robotic Process Automation (RPA)

Operational

Delivering Efficiency
- Programme Management Office (PMO)
- Reporting & MI - Analytics & recommendations
- Engaged & motivated workforce
- Training
- System & process usage
- Key Productivity Indicators (KPI’s)
- Knowledge & training
- Decision trees
- Knowledge bank
- Standard Operating Processes (SOP’s)
- User guides
- System user guides
- System training
- System support
- Business continuity

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