Because of this, we’ve made it an essential piece of our business to consistently invest in our team’s wellbeing, development and working environment. As for the results, they truly speak for themselves.

The people behind the service

Since our founding, we’ve recognised that in a fast-paced industry like claims management, the key to sustainable success lies in the people who power the business, and from the very first phone call through to final resolution, every customer interaction is a reflection of the knowledge, empathy and professionalism of our team.

That’s why we’ve built a culture where people feel respected and encouraged to grow, so much so that we’ve proudly held the Investors in People (IIP) Gold Standard in 2014, 2017 and 2020.

And while the IIP highlight that organisations who put people first are 17% more productive and up to 21% more profitable than those that don’t, this benchmark isn’t just a badge of honour to us, it’s a clear signal of how much we value the wellbeing and development of our workforce.

The link between wellbeing and customer experience

Our partnership with the Institute of Customer Service (ICS) began in 2021, and has since helped us formalise our commitment with their national standards and frameworks to shape how we train, assess and celebrate service excellence across our teams.

This is an especially critical focus for us, as according to the UK Customer Satisfaction Index (UKCSI), published by the ICS in January 2024, employees who feel their organisation supports their wellbeing are twice as likely to deliver excellent customer service, signalling a direct correlation between employee wellbeing and the quality of customer service provided, and that a happy, well-supported team is more likely to go above and beyond, communicate with clarity and resolve issues with empathy and efficiency.

Building a better place to work

At S&G, we’ve never taken a one-size-fits-all approach to wellbeing. Instead, we’ve listened closely to what our people need, whether that’s greater flexibility, professional growth, mental health support or recognition of their achievements.

Across our business, recent initiatives have included:

• A complete rehaul of our induction process; to help new starters feel connected and confident from day one
• A new e-learning platform; which allows employees to take control of their personal and professional development
• The recruitment of a dedicated Learning & Development Manager; whose sole focus is to design opportunities for staff to grow their skills and careers
• A focus on mental health; with line managers trained to identify and support team members who may be struggling
• And company-wide workshops and wellbeing activities; helping us build resilience and connection across the business

These investments are all part of our bigger vision, where employees stay with us long-term, grow into new roles and represent the S&G ethos in every customer interaction.

What’s more, the impact of our people-first approach can be seen in both internal and external results, resulting in:

• Higher employee retention; reducing the disruption of staff turnover and helping preserve service consistency
• Improved employee engagement scores; with staff saying they feel more supported, more listened to and more invested in
• And positive customer feedback; with customers frequently praising the professionalism and kindness of our team

A culture that supports growth

Great service comes from happy, supported people, and by investing in ongoing training and structured career development, we’re helping team members move into leadership roles, gain new qualifications and make the most of their potential.

Whether it’s a claims handler wanting to move into compliance or an administrator aspiring to lead a team, we have the tools in place to make it happen.

But, we also appreciate that learning is not a one-off event.

It’s a continuous journey, and we’re proud to have created an environment where people genuinely want to improve – not because they’re told to, but because they feel inspired to.

Looking ahead to a people-first future

The world of claims management will continue to evolve around us, but our belief in the value of our people at S&G Response will always remain the same, and as we work towards our next Investors in People reassessment, we’ll continue to invest in what really matters: the people delivering our service, every single day.

If our values, culture, and approach to wellbeing resonate with you, we’d love to hear from you. Visit our recruitment page to learn more about current vacancies and life at S&G Response.