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Echo Managed Services secures Investors in People Silver status for the second time

From the Knowledge Centre

Echo Managed Services, a specialist outsourced provider of complex multi-channel customer contact services for the water industry, has retained silver status with Investors in People following a rigorous review process.

Investors in People, a standard for people management, is recognised across 66 countries, placing Echo Managed Services alongside key global players in employee support and development; silver status is an accreditation only 15% of companies achieve.

The comprehensive review process includes a staff engagement survey and a schedule of interviews, seeking first-hand commentary about what it’s really like to work at Echo. Hannah Cook, Lead People Business Partner said “Retaining Investors in People silver status was one of our key business objectives this year as it provides a valuable framework for us to assess the impact of our people initiatives and processes, and the effectiveness of our leadership. It’s an opportunity to bring our employee’s feedback to life and make working at Echo positive and enjoyable. Retaining silver status is a testament to the work we do to make Echo a great place to work; we’re very proud of this achievement”.

The review showed Echo to be an innovative employer that encourages collaboration, engagement, team motivation, and is keen to support employees through development and growth. Its learning and development programme, ACE (Advancing Capability in Echo), was singled out for praise. The programme was introduced this year to enhance the leadership qualities of front-line managers, based on an established Behavioural Framework. It aims to embed the qualities that help to improve employee engagement and support the business’ ambitious business growth plans.

One of the things we pride ourselves on is looking after our people. Our highly skilled and experienced teams are fundamental to the success of our work, and with bases in the UK, Northern Ireland, India and Australia, it’s essential that we encourage collaboration and engagement across our teams. That feeling of community helps us to attract talent, retain the skilled and experienced staff we have, and it contributes to business growth.

Rachael Merrell, Customer Service Director at Echo Managed Services

“We are especially proud of feedback like this” Rachael continued. “Our aim is always to attract people who will embody Echo’s values of integrity, respect, collaboration, agility and empowerment, and then invest in them to help them progress their career with us. Building talented and cohesive teams is a skill in its own right, which is why we are investing in our front-line leaders through our ACE programme.”

The senior leadership team was also recognised for its approach to developing clear strategies to drive the business forward and then sharing those plans with their teams, being described as “active role models who lead by example”.

Finally, from Rachael, “Providing exceptional customer service can be challenging but with the right people around you it becomes exciting, rewarding, and great fun. We are committed to continuous improvement so, with IIP Gold Status in our sights, watch this space.”

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