Lockton Companies is the world’s largest privately owned, independent insurance broker and consultant. As a global professional services firm, it specialises in risk management, employee benefits and retirement services. Through this expertise, Lockton helps clients protect their most valuable assets – their people, property, and reputations.
Lockton Companies started in 1966 with just one Associate, Jack Lockton. He worked hard to convince prospective clients to move their business from larger brokers to Lockton.
As a small start-up, that was never easy, so when Lockton won a client, it did whatever it took to keep them. That spirit is ingrained in the culture at Lockton today. This total focus on client success drives client loyalty and fuels sustained growth.
“I am delighted with our 2 star accreditation and our achievement of ‘outstanding levels of engagement’. This is such an important area for us, which we give proper focus to and plan how we can improve our engagement levels. There is always more we can do, and I am pleased to see that our previous action plans have had a positive overall impact.” – Chris Brown, Managing Partner, LLP Board
Leaders at Lockton Companies has access to a workplace platform specifically designed to provide information and recommendations on how they could best support their team members. Within this group, several resources and posts were uploaded, such as a ‘Leadership from Home’ communication series, which included podcasts providing guidance on key skills such as ‘leading with empathy’ and ‘offering flexibility’. Managers also had access to a virtual toolkit with a guide to ‘Onboarding from Home’, which included videos and one-to-one coaching for hiring managers inducting people remotely. There were also live webinar training sessions for managers on the theme of ‘Delegation in a Virtual World’.
At the beginning of the first lockdown the company identified challenges that their Associates may face working from home unexpectedly and for a prolonged period. Communication was sent out to the entire business, giving helpful tips on working from home. Lockton Companies also set up a dedicated ‘wellbeing hub’ on their company intranet page. Here, Associates can access information about the benefits provided for them, such as private medical help, access to an Employee Assistance Programme (EAP) and external links to support organisations such as the Samaritans. They have also introduced mental health first aiders.
All Associates were able to work from home during the lockdown and were given the opportunity to purchase an office style chair and/or a second screen to help manage working effectively from home. Lockton Companies also provided several ‘cheat sheets’ for Associates to ensure that they were able to use all elements of the technology to best effect.
The firm provided regular advice to Associates on managing their working days, taking exercise, and ensuring that they continued to take holiday. Some of that was delivered in a more light-hearted way to maintain engagement. As the first lockdown eased, they re-opened offices for those Associates who wanted to use them. Managers were asked to have regular contact with their teams and pick up any issues. Throughout the pandemic and lockdowns, the organisation has told Associates that their priority is to look after their health and safety and to reach out if they need any help.
Learn more about the 8 factors of workplace engagement here
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