Annual review Specsavers Annual Report LR Proof - Page 14

PASSIONATE ABOUT OUR PEOPLE Developing talent in our stores As Specsavers ambassadors, it is crucial that our store teams are supported to become skilled and competent experts in their field. We continue to embrace an evolving approach to learning and development by leading a culture of, and investment in, personal growth and career progression. Our varied and engaging portfolio of learning and development options enables our people to really understand all aspects of the Specsavers business, as well as earning accreditation to professional standards or qualifications to deliver a world-class Following its pilot in 2016, we introduced CREATE SUPPORTING OUR COLLEAGUES TO BE THE BEST THEY CAN BE Our people are, and always will be, at the heart of challenge our thinking around how we hire new Specsavers’ success. We are committed to inspiring talent, manage career progression and support and developing our 32,500 colleagues to excel in work-life balance. to all our Australian and New Zealand stores. The six core capabilities, helping our teams to effectively innovative thinking behind our award-winning guide customers (Coach), establish genuine connections development programme is setting a new standard (Relate), ask the right questions to understand a in customer service excellence. It equips our teams customer’s needs (Enquire), be flexible with the with the capability and tools to consistently deliver approach (Adapt), provide the right information (Teach), legendary customer experiences. CREATE embodies and demonstrate energy and enthusiasm (Engage). ‘The CREATE programme is the most impactful their roles, whether it involves serving customers or supporting partners. Members of our Northern European team launch CREATE. customer experience. development programme in Specsavers Australia Our global diversity and inclusion programme and New Zealand’s history. It has evolved is designed to ensure that everyone – internally Focusing on diversity and inclusion and externally – sees Specsavers as a place of As we further develop our long-term strategic plans, to exploring ‘unconscious bias’, and a series of we recognise that having the right people, skills and workshops and online learning modules are being knowledge in the right place and at the right time is rolled out across our teams to help raise awareness, key to achieving our exciting global ambitions. We see and further improve the way we do things. significantly since its inception and is so much more than a training scheme - it’s a opportunity. The programme kicked off with the whole new opportunity to create an exceptional, Specsavers Executive Committee devoting time personalised experience for our customers. ’ Danny Ginsberg, Head of Partner Engagement – Retail Asia Pacific The success of CREATE in Australia and New Zealand diversity and inclusion as key enablers here, helping us Having a truly global view, and challenging how sparked similar initiatives in other markets, and more we do things in terms of attracting, retaining and than 2,300 members of our Northern European store Founded on the value of ‘treating people as we would advancing people in all parts of our organisation, will teams took part in their version of the programme. like to be treated ourselves’, we were involved in the UK help us to focus our efforts in the right areas as we gender pay gap reporting in 2017. We had two entities strive to create a more inclusive environment for all. to broaden our skillset and, in turn, drive innovation. that fell within the reporting threshold - Specsavers Optical Superstores, our UK support office network, and We continued our partnership with Modern Muse, Vision Labs, one of our manufacturing and distribution a charity formed in response to concerns that sites. While the gender pay gaps we identified are not schoolgirls from all walks of life were unaware of a result of us paying men and women differently for the wealth of career opportunities available to them. undertaking similar roles, the exercise highlighted As more of our female colleagues signed up to that we have more men than women in senior roles, sharing stories of their careers via online profiles, and more women than men in junior roles. We are we are helping to inspire and engage the next committed to addressing these gaps by continuing to generation of businesswomen. 12 ‘The content of this workshop has provided many wow moments - realisation of the untapped potential within the team - by simply altering the mindset. I feel this will gain great success and has the potential to take the brand to the next level.’ Hayley Steer and Danny Ginsberg receive the AITD Excellence Talitha Kay, Lake Haven store partner, Australia Award for our CREATE development programme. 13