We are thrilled that Cirrus and our client Yodel are finalists in two categories of the prestigious CIPD People Management Awards. These awards celebrate and reward outstanding achievements in leading and developing people across organisations. The Delivering Promises Through Leadership programme is shortlisted for Best L&D Initiative (Private Sector) and Cirrus is also shortlisted for Best L&D/HR Consultancy.
Yodel delivers millions of parcels every week to every postcode across the UK. It operatesin a highly competitive, rapidly changing market. Customers are increasingly demanding and expect high levels of service.
The Delivering Promises Through Leadership programme, co-created with Cirrus, is Yodel’sgreatest ever investment in people and has had a positive impact on motivation, efficiency, and ultimately on customer satisfaction. Remarkably, Yodel’s TrustPilot score has increased 70% to 4.6 out of 5 since the programme launched. Glassdoor ratings have also soared. In addition, employee retention has improved, and sickness absence has reduced.
The programme supported Yodel’s entire operational leadershippopulation to make a significant shift from a hierarchical to a more connected style of leadership in order to support change. It has succeeded in creating a more agileculture with a focus on customers and continuous improvement.
This was achieved by building the capability of operational managers to devolve people management responsibility more widely across the organisation. This helped to create behavioural change, encouraging managers to be more proactive and to take more responsibility for efficiency and service improvement. Team members now have a greater understanding of business priorities and performance issues, and are proactive about meeting customer needs.
“I felt proud to sit alongside Yodel in front of the CIPD judging panel,” says Simon Hayward, CEO of Cirrus. “Yodel recognise Cirrus as a key partner in their transformation, and we have always enjoyed collaborating with the Yodel team to achieve their goals. The results of this programme have been incredible. It has had a hugely positive impact on the experience of both Yodel employees and Yodel customers.”
Carl Moore, Chief Operations Officer at Yodel, commented: “I genuinely believe people work at Yodel now because they’re proud of Yodel and they want to turn up every day and make a difference. We now have many colleagues planning their careers with Yodel over the next five to ten years. We’ve turned eight years of losses into profit. But our success is not all about profit – we have created a positive environment which makes success sustainable.”
Carl also recognises the successful partnership between Cirrus and Yodel: “Cirrus was a large part of our turnaround and cultural change. It was a significant investment for us, the first major development programme we had invested in in a long time. It was delivered superbly. It helped our colleagues so much – just incredible.”
The CIPD People Management Awards winners will be announced on Tuesday 28 September.
Yodel is a featured case study in Cirrus CEO Simon Hayward’s book, The Agile Leader.