Black Country Housing Association

The Need

BCHG launched a new operating model which has precipitated a new culture whereby their ‘Brand Ambassadors’ need to build confidence and assertiveness to continue to deliver excellent customer service, aligned with the new way of working, so that everyone feels empowered to better represent the organisation in the future.

It was vital that a balance of focus was achieved as the new culture became embedded, so that they continued to build strong relationships and develop customer loyalty, while at the same time transacting business in a professional and assertive manner.

The overall aim of this culture change learning and development programme was to equip brand ambassadors with the knowledge, skills and behaviours that will build confidence and competence on the frontline, to enhance both customer and employee engagement and loyalty to BCHG brand values in the coming years.

The Solution

The Results