DOING THE MATHS is part and parcel of the job at the Financial Ombudsman Service. The independent body responsible for resolving financial disputes has doubled in size in less than three years, to cope with the exponential growth in cases, which have rocketed to more than 500,000 a year. The organisation, set up by parliament in 2000 to deal with complaints about issues from payday loans and pet insurance to credit cards and financial advice, now employs more than 3,500 people from its London base. To meet the challenge of engaging its rapidly growing workforce, it got all of its 400 managers together for the first time, taking them offsite for a day of motivational workshops, talks and networking. It has also developed a “managers' mela” forum to foster a culture of sharing information and ideas. A comprehensive leadership programme has been introduced to ensure managers have the skills they need to support their teams, including new starters, who undergo intensive training. This investment is paying dividends, according to employee feedback. Bosses don't take advantage of anyone (80% positive, the top score among mid-size organisations), and they ensure that people have the resources they need to do the job (79%). Staff have the benefit of a free gym, plus onsite massages and foot treatments, along with lunch-time guided walks and events run by the sports and social committee. Charitable activities are encouraged (87%). Perks include a non-contributory pension into which the organisation pays 6% of an individual's salary. www.financial-ombudsman.org.uk
