In a report detailing why the Bury-based telecoms, data and radio communications company had secured the prestigious standard, Investors in People North West listed no fewer than 23 corporate strengths. These included the fact that “staff clearly feel valued, their contributions recognised, ideas sought and [they are] empowered to act on decisions and take responsibility for those decisions.” It also noted “the very significant investment made in training and development” and that “the varied approaches to learning and development is excellent.”
The assessment noted that key to the company’s success was a management buy-out led by Managing Director Andrew Roberts in 2003. “Since the management buy-out, the culture has changed and developed to the point where they find themselves at this moment; an organisation which genuinely wants to develop their workforce because they realise that it is the workforce which can make the difference and grow new customers and retain existing ones.”
It was suggested to Pennine Telecom that the Investors in People model could help to improve management practices and customer services levels. As Pennine embarked on IIP accreditation they reaped the benefits of a Customer Satisfaction training programme which was rolled out to all staff. In reality the process has already yielded benefits with staff retention improved, best practices, policies and procedures and training across the business.
Commenting on securing Investors in People status, Mr. Roberts said: “This award provides independent, expert recognition of Pennine Telecom’s commitment to excellence and investment in staff induction, training and development. It’s also vindication of the management team’s strategy to identify and nurture our home grown talent for the benefit of our staff and customers. This in turn benefits the business through higher customer satisfaction, loyalty and a corporate reputation which helps deliver new business opportunities. “
The award follows Pennine’s recent acquisition of Burnley telephone systems specialist PAS Partnership which is set to foster further business growth. The company already employs around 60 staff and generates over £6m turnover through a national client base which includes major Blue Chip customers, small and medium sized businesses and public sector organisations.