Let’s Get Healthy Trains Co-op Staff to Help Vulnerable Customers and Colleagues

April 26, 20194min

UK Employee Experience Award winner Let’s Get Healthy is behind a new campaign to help the Co-op support customers and colleagues who have suffered a bereavement.

Let’s Get Healthy, which won Gold in the Health & Wellbeing category at the 2018 UK Employee Experience Awards in London, is delivering training to Co-op customer service centre staff that will equip them with techniques to offer support including arranging funerals and other post-bereavement plans.

Co-op – winner of the Best Contact Centre and Product Service Improvement: Transforming Customer Care categories in the 2018 UK Complaint Handling Awards –  is one of many thought leader firms providing training for colleagues to help them be resilient in what can be very stressful times.

Following a successful pilot of the campaign in November 2018, the programme will now be delivered across the customer service centre. The campaign includes a briefing session with senior managers, a one-day face to face course, and a seven-week plan of activity led by team leaders and operations managers to embed the learnings.

The dedicated training is designed to empower more colleagues to be brave-hearted and resilient, supporting adults through the stages of bereavement while being mindful that employees will have lost loved ones too.

Leeds-based Let’s Get Healthy has previously  provided corporate wellbeing services to firms including William Hill, G’s Fresh, Travis Perkins, and Northern.

Claire Carroll, Head of Member and Customer Services at Co-op, said: “We held sessions with our colleagues, and they shared with me their personal experiences of losing a loved one and supporting customers who have experienced a similar loss.

“Let’s Get Healthy designed a programme called Heart that helped my team be brave hearted when dealing with customers who may be broken hearted. The language itself has made it easier for us all to talk about death and how we deal with it. Providing tools and techniques to be resilient is essential in the type of work handled in service centres and this is the third year we have worked with the team at Let’s Get Healthy and we see huge benefits each year.”

Maria Bourke, Managing Director of Let’s Get Healthy, said: “Co-op identified the need to embed health and wellbeing as part of its wider business strategy to invest in its colleagues. This may be a unique topic to cover but bereavement affects every single employee in every single employer across the UK.  It’s always great to support thought leading organisations and I am thrilled that the roll out has started across Co-op.”

Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.

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