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V.A.L.U.E.D: Paving the way for a more engaged workforce

10 Jun


An engaged workforce can benefit your organisation in a variety of different ways, from boosting morale in your team through to trickling down to the provision of superior customer service. But employee engagement is easier said than done – so how does IFDS approach it?

V.A.L.U.E.D

Matt Kemp, Director of Client Services, has a history of developing a positive workplace culture in large organisations. After successfully implementing an employee engagement model at his last organisation, he joined IFDS and saw an opportunity to do something similar.

With 43 different brands to service, IFDS Client Services has unique challenges when it comes to employee engagement and customer satisfaction. Matt wanted to encourage staff to not only want to stay with IFDS in the long term, but also go the extra mile for the customer and show passion for the companies IFDS supports. Heading up a team of 900 staff across 10 divisions (Voice, Written, Complaints, DCS, ICS, Client Service Management, Funds technical training, Resourcing, reporting and Central Mi, the Kana team, Insight and engagement), the task was no mean feat.

After assembling a team of eight people who would be great representatives for employee engagement in the departments, Matt broached the idea of implementing a new programme to motivate staff and encourage success. The result is V.A.L.U.E.D.

What’s in a name?


V.A.L.U.E.D encompasses everything we’re looking for in a positive company culture. Breaking it down, V stands for visible. We want staff at every level to feel like they have an individual purpose and are recognised and supported across the business. A is for approachable, where everyone is willing to help their colleagues. L is for love, respect and caring for each other, while U represents the need to be unique and intelligent in the digital innovation approaches we make as a business. E highlights the everyday need to be consistent and hit targets, and D stands for determination and drive in the workplace.

The next steps

Once the committee was happy with the V.A.L.U.E.D model, the team did a series of presentations to client services staff and key IFDS stakeholders across the Basildon and Chelmsford sites. Following this successful presentation and implementation of the engagement model, the board are monitoring closely the impact of VALUED with the potential to see how this can be further developed in other areas of the business.

Where are we now?

Matt and the V.A.L.U.E.D. committee meet regularly to discuss progress and conduct a monthly anonymous engagement survey to gauge staff morale. By giving staff a regular opportunity to voice their opinions and concerns, Matt has noticed a dramatic increase in the overall engagement level of his team. The committee reads and responds to comments gathered in the survey, making changes and improvements where appropriate to further improve engagement. After all, a happy, motivated customer service team will undoubtedly lead to better service for clients and customers.

The Client Services survey is now being run in other areas of the business, including Transaction Processing and Asset Management . More than a fifth of IFDS staff take part in the survey every month, showing the increasing spread of V.A.L.U.E.D. beyond just customer service. On top of this, IFDS does annual company-wide surveys to review how departments stack up in terms of engagement and motivation, which Matt expects his team to respond favourably to.

The future of employee engagement and customer service at IFDS is bright, and the V.A.L.U.E.D model serves to highlight how much the company and our employees are doing to drive a positive work environment. Do you want to be a part of it? Check out our current vacancies here.
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