Sian Williams

Retraining/Upskilling Initiative of the Year British Training Awards Jul 2025 As written by New Possible: Lanes Group was awarded 'Retraining/Upskilling Initiative of the Year'. As the sole wastewater network services maintenance partner for Thames Water, Lanes Group aimed to drive a step change in the performance of its schedulers and planning coordinators working alongside Thames Water colleagues. To achieve this, the team developed a bespoke customer service training programme, aligned with eight 'brilliant behaviours' identified by Thames Water as the… Show more As written by New Possible: Lanes Group was awarded 'Retraining/Upskilling Initiative of the Year'. As the sole wastewater network services maintenance partner for Thames Water, Lanes Group aimed to drive a step change in the performance of its schedulers and planning coordinators working alongside Thames Water colleagues. To achieve this, the team developed a bespoke customer service training programme, aligned with eight 'brilliant behaviours' identified by Thames Water as the foundation of excellent customer service. From 'Signpost and Set Up' to 'Brilliant Batons', 124 workshops were delivered to 60 colleagues. The results have been impressive, including a 39% increase in call quality audit scores and an 87% reduction in manager callbacks to customers. The programme’s success has attracted interest from other organisations with call centres, recognising its potential for cross-sector replication. Building on this momentum, Lanes Group is now developing a 'Compassionate Customer Care Programme' to equip staff with the skills to support customers with specific needs, such as disabilities or serious medical conditions. Judges praised the initiative as an 'excellent submission', highlighting a 'clear purpose and impact that has delivered results for employees, the organisation, and customers'. Show less