Many of our teams were having difficulty coping with stress and were facing burnout and mental health challenges long before COVID-19 came along. Through COVID-19 we are seeing that their stress is heightened even further, and our teams and colleagues will continue to be at risk. Research shows that failing to meet the essential needs […]
Guest: Julia Law – Lead Customer Experience Manager, Customer Experience Team, Her Majesty’s Passport Office Her Majesty’s Passport Office is embedding a more customer centric culture, moving ownership away from ‘the organisation’ to individuals. All staff understand that they must take personal responsibility for the service customers receive and that it is not just the […]
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