October 18, 2017
Calls for commercial property sector to have a greater focus on customer experience
The UK commercial property industry is undergoing a fundamental shift towards a more customer centric approach, with an increasingly greater emphasis being placed on delivering outstanding customer service to occupiers. This is the key finding of a new report from The British Council for Offices (BCO) entitled ‘Office Service Standards and Customer Experience: a best practice guide’. While for those who hold a very traditional landlord occupier relationship this change in thinking, attitude and operation may feel revolutionary, the report argues we are already seeing the industry evolve across the board. It claims that this is accelerated by new ‘property sector disruptors’, who are driving a shift in the relationship between property owners and corporate occupiers. To ensure they are keeping pace with their changing requirements and aspirations, property owners and managers are increasingly realising the need to invest in building strong relationships with their occupiers
Half of employees feel their organisation doesn’t have the right tech skills and nearly half in a recent survey (44 percent) feel their organisation isn’t transforming into a digital led company fast enough, claims a survey by Sungard Availability Services. Digital workplace transformation has been a big talking point in recent months, yet 38 percent in a survey of over 2,000 IT decision makers and employees believe their organisation isn’t committed to digital transformation; with 36 percent not getting the training for the tools. It’s apparent that digital transformation is highly thought of in the work place and impacts employee retention with 36 percent of employees open to leaving their current job for a more digitally-progressive company. Over 50 percent believe career progression is better at digitally led companies and 69 percent say digital tools would help them to do their job better. Said Chris Ducker, Senior Director Global Proposition Strategy: “Digital is compulsory, not only to stay competitive in the market, but also to attract and retain key staff” See the full survey 
Employees who feel trusted by their employer to manage how and when they work for themselves can improve their levels of productivity, a new survey suggests. The research by Peldon Rose claims that UK workers rate feelings of trust and autonomy from employers and colleagues as increasingly important in keeping them productive and happy in the workplace. But the survey also shows that many employers are failing to provide employees with the resources and support they need to manage their workload and keep them motivated. Although the majority of staff (59 percent) say they work most productively in the office, a third (33 percent) wish they were more trusted to manage how and when they work and 42 percent say that their office does not support a culture that allows them to work flexibly. Despite the clear value that staff place on trust and autonomy, employers are overlooking an opportunity to create a confident and self-motivated workforce.
Nearly three quarters of employers in a recent poll say retaining female talent in the workforce is the most important issue in HR in 2017, as changes to childcare funding could impact on the recruitment and retention of working mothers. The research, which was carried out by My Family Care and recruitment firm Hydrogen, found that most employers thought that flexible working and supporting working parents and carers was important to them but strikingly, nearly three quarters (70 percent) rate the issue of retaining female talent after parental leave as the most important issue. However, 60 percent of HR professionals said their company provided no form of coaching or training support for their employees going through the parental transition. When it comes to the success of their family friendly initiatives, flexible working proved to be the most successful, followed by their Childcare Voucher Scheme and then enhanced maternity or Shared Parental pay.
Perhaps it’s something to do with the housing issues many people from the younger generations now have to deal with; i.e. either live with parents or endure an overpriced house share, but those under 35 are reported to actually prefer working from the office to remote or home working. This differs from baby boomers, who would rather work from home. According to the survey by Maintel there are differing preferences between the multi-generational workforce, with those aged under 35 feeling they are most productive in the office (48 percent), while only 19 percent of those above 55 agree. Another reason why younger workers cling to the office is due to the fact that they require the face-to-face support of experienced co-workers. The survey also discovered that 28 percent found getting hold of colleagues or managers a challenge when working remotely. And it may also be down to the social aspects of office life and when seeking promotions – ensuring the visibility of hard work. On the other hand, older employees have responsibilities at home, and remote working allows them to be more efficient with their time.
Britain’s most family friendly and flexible employers have been recognised in this year’s Top Employers for Working Families Awards. Now in their 8th year, the annual Top Employers for Working Families Special Awards from the UK’s work life balance charity cover 11 categories across a range of work life policies and practices. Four new sector-specific awards are being introduced this year for the private, public and third sectors; as well as a category for small employers. Sarah Jackson OBE, chief executive of Working Families, said: “In many ways, flexible working and family friendly working have never been more part of the bloodstream of British business. We had a record-breaking number of entries this year, showcasing a wealth of exciting approaches to creating agility in the workplace. Congratulations to all this year’s Top Employers for Working Families award winners, singled out because they offer leading flexible workplaces that support the grain of their employees’ lives. I look forward to working with them to make work work, for people, families and the economy, so that families thrive and business prospers.”
