Synopsis:

The Challenge: How can 12,000 employees provide a consistent service to 15 million customers every hour of every day?

The Solution: Ensure effective performance management with really good key performance measures and monitoring systems. Utilise a mix of flexible working arrangements including various shift patterns, part-time working, weekend working, around three recognised work bases: office, field and occasional home working. Work hard to meet the duty of care responsibility to employees regardless of where and when they are working. Equip managers with the right skills. Communicate well despite the challenges.

The Results:  Flexible working is a business led rather than an HR led project and that means having to "readdress all the health and safety, communication, company culture issues as part of that implementation."