Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

While the pandemic has certainly shifted the skills landscape in a multitude of ways, the types of skills we expect to see in demand remain the same.

Being in a good place mentally and physically is vital to being able to do your best work: people are unlikely to be productive if they’re worrying about their finances or feeling stressed and unhappy or dealing with a physical condition unsupported.

There is a multitude of research that shows that people want to work for companies that can demonstrate a strong learning and development ethos.

Good mental health and wellbeing mean different things to different people, and at Capita we want to make sure our employees have the support they need to figure out what it means to them.

As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.

Addressing the insurance knowledge and skills gaps coming out of the Coronavirus pandemic, these are the seven key best practices for insurers looking to invest in apprenticeships.

For many people, the moment of truth with an organisation is when things go wrong - for example, when they fall behind on loan repayments.

While many companies may have paid lip service to the issue of racism in 2020, the unconscious, and sometimes explicit, bias of racism runs deep.