Loop Customer Management is a sister company to Yorkshire Water. Based in Bradford, West Yorkshire, the organisation launched in April 2000 to deliver customer services to their 4.5 million domestic and 140,000 commercial customers handling contacts about billing.

At Loop, caring for its employees’ wellbeing is of paramount importance. It has a Wellbeing Strategy called it’s “All About You”, some of the streams within that are “Being Mentally Well” and “Loving Your Work”.

Every member of management and the leadership team attends both Mental Health First Aid Training and a Personal Resilience course. This ensures that the organisation’s leaders are well equipped to support colleagues with holistic mental wellbeing.

Employees have access to an Employee Assistance Programme which includes services such as a 24-hour GP, counselling, and a physio.

Each week one of the Wellbeing Team creates a “Wellbeing Wednesday” article for the company intranet. This focuses on self-care for employees with examples that cover topics such as loneliness, stress awareness, dealing with life uncertainties, and more. Loop Customer Management promotes groups at Yorkshire Water, for example the Menopause Group or the New and Expectant Group, where you can share your experiences and tips in a group environment.

The leadership team conducts one-to-one wellbeing audits each month with their teams on a skip level basis. Throughout the year senior leaders completed 294 of the wellbeing catch ups with team members. The organisation captures wellbeing questions around communication, team time, management support, and overall wellbeing.