Already a great place to work, Permanent TSB always strives to be better. Acting on the recommendations of a Pearn Kandola well-being audit, the bank is working to improve workers’ quality of life, reduce absenteeism and improve staff retention.

The Pearn Kandola audit surveyed call centre and mortgage processing department staff. It looked at the pressures they experienced in their jobs, the support they received, and the working environment their leaders created.

By addressing several issues identified through the audit, Permanent TSB aims to manage people’s commitment and motivation more proactively, explained Organisation Development Manager, Barbara Irwin, “Rather than make assumptions, we wanted an independent view of the potential threats to people’s health and well-being that may impact productivity and staff retention.”

The well-being audit identified a number of issues, including several the bank had not previously considered as bugbears. Changes introduced as a result are now making a real difference to staff. New learning and development programmes are helping team leaders and senior management to be more effective, while staff retention initiatives are expanding career paths and skills training provision. At a local level Permanent TSB encourages and rewards staff to find ways of improving their workplace, and enhance customer satisfaction. “Employees now feel more in control and are more closely engaged with the bank, living out its values in their day-to-day work, which has boosted morale. This is reflected in lower absence rates and better retention, as well as improved processes leading to enhanced customer satisfaction, said Barbara.

Practical steps introduced as a result of the audit are also strengthening camaraderie. There’s a games room for call centre staff, and company events are now held at times that are more convenient for part-time workers. The bank has also made it easier for people to plan and book flexi-time and offers seminars on health and well-being topics.

“The well-being audit impressed on managers the importance of finding everyday ways to make staff feel valued and bring them into the fold. Alongside the new initiatives, we are making people more aware of the positive things the bank already offers, like good pay and benefits,” she concluded.

These changes really are working. A recent independent employee satisfaction survey showed a marked improvement in internal communications at the bank.