Colleagues We want them to feel energised, so they deliver high performance, live the values and reach the high standards we’ve set for ourselves whilst feeling proud, valued and happy to work for Thirteen. We also want them to feel connected, informed, challenged, yet in control, so they can play their part in continuing to raise our impact and reach in the Tees Valley and beyond. We’re confident that our customers can see the benefit of this approach, with 89% showing satisfaction in our services. In addition, our most recent employee survey scored a “very good” 38 eNPS score, which means many of our colleagues would happily recommend Thirteen as a place to work. We know we’re on the right track and will work together to tackle themes raised as part of the survey. We’re determined to raise the bar even further over the coming years and use the feedback we receive alongside our desire for success to ensure continued improvement. It will come as no surprise that our focus has been to ensure that we deliver services in a COVID safe way over the last year, and it’s to the credit of our people that we’ve been able to do just that. In March 2020, ahead of the first lockdown being announced, our colleagues worked hard to prepare our business for what was to come, giving us time and space to ensure that we had the right systems, processes and kit, alongside fully thought-out risk assessments and safe operating procedures. This meant that 52% of our colleagues were able to deliver great services whilst working from home ahead of the formal government announcement, and at the same time allow those working in the field to do so in ways that would keep both colleagues and customers safe.
At Thirteen, we firmly believe that every relationship matters, choices can make a difference and that we can change things for the better. We know that our people are fundamental to us being able to do this and that without them, we would not be able to meet our aspirations or our customers’ needs.
We’ve worked to ensure that colleagues have been physically and mentally well and fully engaged with our needs and aspirations and provide them with the additional flexibility needed to juggle caring and homeschooling responsibilities or the extra protection that might have been required due to individual health needs.
We’re clear that we want our ambition, energy and passion to make a difference and to be why people work for Thirteen, creating the best environment for success.
Whilst managing the impact of COVID-19 on our customers and colleagues has been a key priority, we’ve continued to focus on how we can ensure that we can attract, develop and retain the best people to deliver on our promises within the strategic plan. We’ve introduced our “creating great days at work” people strategy and clarified the actions we’ll take through the six objectives that we’ve set.
We don’t just want co-workers. We want our people to be ambassadors who deliver fantastic services, and we want to support them to do this by creating an environment where it’s easy for them to be the best version of themselves at work and have a great day.
38
