Blackpool Costal Housing Leadership Programme

The Requirement:

Like most organisations Blackpool Housing found themselves with a group of 30 mid-level managers of varying experience  and styles. The organisation had not formally invested in developing the leadership skills of this group prior to the  programme and selected Ember Real Results as its preferred supplier.
The starting point of the programme was to engage the group in a structured Training Need Analysis to identify the key  themes and areas where the managers felt they would benefit from the most support. This was matched to the strategic  vision and values of the organisation. Blackpool Housing had suffered from an incident in 2014 when a balcony on a property  had collapsed resulting in a £50,000 fine and shaking the confidence of residents and employees alike.
Ember Real Results helped the senior leadership team to define the top 40 competencies for their mid level managers in  categories such as Ethics, Communication, Problem Solving, Coaching and Team Work.

What we Delivered:

All 30 managers participated in a BCH bespoke 360 feedback  exercise. Each invited 15 people (5 from above, 5 from below and 5  peers) to evaluate their performance across 40 questions linked to  the BCH competencies.
The feedback within the detailed report was explored in a 90  minute coaching session and an action plan created to identify the  areas of most opportunity and the ‘hot topics’ that would be key  for them in the forthcoming development workshops.


This aggregated data also helped to shape the workshop designs  resulting in nine Leadership workshops being created and then  delivered over a nine month period. They included:
- Developing Self & Others
- Planning & organizing
- Problem Solving & Decision Making
- Culture of Compliance
- Customer Service Focus
- Communication
- Initiative & Creativity
- Leadership
- Relationships

Coaching Element

In addition to the individual coaching provided for the 360  report feedback, a mid-way coaching appointment was also  scheduled for half way through the programme. This 90 minute  1:1 session allowed for reflection on progress to date and action  plans to be finalised for the remaining 12 months.

Leadership Qualification

The programme was mapped to an ILM Level 5 Certificate in  Leadership & Management which required the participants to  attend 80% of the modules and complete two written assignments  to demonstrate their learning. Certificates were presented at the  finale event 12 months after the programme began.

The Results:

At the end of the year a ‘finale’ event was held where each  action learning set presented their project and  recommendations back to the senior leadership team and their  colleagues. The projects had been chosen to provide learning  opportunities in new areas of the organisation, working  alongside colleagues that they knew less well. The results of  the findings created value for the organisation that provided ROI on the entire programme investment.  The evaluation scores and feedback from each learner at each  event was captured and was consistently 90-100% across a range of measures including: ‘relevance to my role’ and ‘confidence to apply’.

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Ember Group is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, we deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations.

We have a team of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.

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