Our reputation as a progressive and
innovative employer not only helps us to recruit and retain an
excellent workforce, it also enhances our ability to serve our
customers and generate revenues and shareholder value.
During the year, we spent around £70
million on the training and development of BT people.
Because we want every single one of our
104,700 employees to be focused on delivering an excellent
customer experience, a number of our training programmes tackle
aspects of customer care. Examples include the My Customer programme,
which aims to strengthen employees’ engagement with customers,
and “back to the floor” exercises, designed to re-familiarise
senior managers with the issues that confront customer-handling
And because we believe that the quality of
leadership talent in the company is essential to the successful
delivery of our strategy, we have put in place a number of
leadership capability initiatives, ranging from programmes for
newly-appointed first-time supervisors to development
opportunities for our most senior managers.
Of course, there’s no substitute for
active participation and one of our more innovative approaches
to people development is to encourage them to work in the
community, for charities, as school governors, for community
groups, environmental projects and so on.
In this way, schools and community
organisations benefit from the time and efforts of our people.
BT, in turn, benefits from the broadening of our people’s
management and leadership experience.
We are an equal opportunities employer and
want the profile of our workforce to reflect the diversity of
the population as a whole. We are active in many equal
opportunities and diversity organisations, and our work on
gender, age, sexual orientation, race equality and disability is
widely recognised. And we actively encourage a flexible approach
to work/life balance. Part-time working, working from home,
alternative attendance patterns, job sharing, maternity and
paternity leave - all help ensure that we have access to the
widest possible pool of talent.