Working together

MGI has supported the Gateway HR team in their quest to ensure that people development supports the organisation’s commitment to customer service excellence.

Jennifer Stevenson, Head of HR at Gateway explains more. “It’s essential that everything we deliver is consistent, bespoke and directly aligned to our strategic aims and corporate goals – so that PACE values are the golden thread running through everything we do, linking back and forth to the training of the past, present and future.

“MGI training is always interactive and engaging from beginning to end and everyone comes away with their own personal Action Plan that drives their personal development. Having a link to previous learning through refresher elements is so important; it gives context to the new learning while putting everything into practice. Each training programme evolves throughout the process; we look at what’s going well and can work with Dave and the team at MGI to hone it and focus in on different principles as we go.

“With MGI it’s very much a constant learning experience and I know I can come to Dave with confidence. We reflect on what we’ve delivered previously and what we would expect to see being implemented. Then we look at how MGI can help us to reach our goals and what specific improvements are needed. It’s a collaborative method every time; we discuss the issue and how elements of the Toolkit can relate to it. For example, for customer complaints we talked through Glad > Sure > Sorry (MGI’s powerful tool for handling complaints and feedback) and broke it down into a workshop that helps our people to improve their overall complaint handling performance.

“We keep delegate numbers small and listen to our colleagues’ feedback because their input is essential for future planning and training. Every training course feels like a continuation, a journey. It’s a true collaboration.”

This collaboration has resulted in a variety of innovative training initiatives in response to specific needs as Gateway has sought to firmly position itself as a beacon of good practice and attainment in the social housing sector.

These include a series of tailored workshops focusing on skills such as performance management conversations, customer service excellence and wellbeing. All have combined over the years to empower Gateway people with the tools, resources, training and culture needed to thrive and succeed.

Proven steps to success – Investors In People Gold Accreditation

The incredible hard work and commitment of everyone at Gateway and its partners and stakeholders in people development has culminated in the prestigious Investors In People Gold Accreditation, of which every member of the team is extremely proud, as Jennifer explains.

“We are over the moon and MGI has made a significant contribution to the work that’s been done as a cohesive team to achieve Gold. The accreditation shows that we are investing in our people to improve customer service internally and externally, and also to support everyone’s health and wellbeing. It has elevated us as individuals, as an HR service and as an organisation, because Gold is not easy to achieve!

“Across Gateway we have a way of operating that’s firmly based on the Mindset, Language & Actions Toolkit which is deeply embedded into the organisation. The various tools and principles have been absorbed into our everyday language and culture. As recognised in the IIP report, our people do take ownership and responsibility, are solution-focused and optimistic. They listen to each other and work well together respecting other people’s views and feedback and they truly believe they make a difference.”