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CUSTOMER OPERATIONSCREATED FORSuzy Wilson Recruitment and Engagement Lead Jaswant Sodhi People Progression Coordinator Kerry Leonard People Engagement Team Ambassador Sarah Smith People Engagement Team Ambassador PEOPLE ENGAGEMENT NEWSLETTER July 2026 Edition Welcome to our latest People Engagement Newsletter! As we soak up the glorious summer sunshine, why not take a moment to grab a cuppa, sit back, and catch up on some of the fantastic things happening across Customer Operations. Our volunteering efforts continues to go from strength to strength, with more exciting opportunities becoming available all the time. While things may appear a little quieter over the next few months, rest assured the People Engagement Team is far from slowing down. We know many colleagues like to save their volunteering hours for the festive season, so we'll be working hard behind the scenes to secure plenty of Christmas volunteering opportunities ready for later in the year. One of our favourite parts of every newsletter is shining a spotlight on the incredible STARS across Customer Operations. This month, we loved hearing about the amazing fundraising efforts taking place, discovering what Mayur Jain gets up to in his spare time, and getting an insight into life within the Technical & Procedural team. Our Book Review Corner also returns this month, and we're continuing to encourage colleagues at Bridge House to make the most of our book library. Whether you're looking for your next great read or simply something different to enjoy, why not take a look? Don't forget to pick up one of our bookmarks while you're there! Happy reading, and enjoy the rest of the sunshine!
Volunteering Day, Thornton Library Since the beginning of this volunteering year, the People Engagement Team, with fantastic support from one of our Great Place to Work Champions, Rebekkah Thornhill, has been dedicated to building a strong and meaningful partnership with Lancashire County Council. We are incredibly proud of what has been achieved so far and are excited to continue growing this partnership, opening the door to even more rewarding and memorable volunteering experiences for our colleagues in Blackpool. Our most recent volunteering opportunity took place at Thornton Library, where our colleagues once again made a real impact. We were delighted to receive the following feedback from Paula Bull at Lancashire County Council: On behalf of LVP and Thornton Library, can I just say a massive thank you to Becky and your two colleagues who went to Thornton Library last Friday. You all worked really hard and have made a huge difference to the garden for children and members of the public to enjoy over the summer, it’s all looking brilliant! Your enthusiasm, energy and willingness to get stuck in made a tremendous difference. Thanks to your efforts, the garden has been transformed into a much more welcoming and enjoyable space for everyone to enjoy. Thanks also to Kathryn from our team (pictured with Becky and her 2 colleagues below) and Jean from the Friends group who also got stuck in, I understand at the end of the day you were all covered in sticky grass seeds and fence paint! Thank you again for giving your time, working so hard throughout the day, and demonstrating such fantastic teamwork. We are incredibly grateful for your support and community spirit. Please pass on our thanks to everyone involved in co-ordinating the day and attending
Volunteering Day, Pawz for Thought Darren Powers We were given a brief on the organisation and how it all started 23yrs ago, and how this quickly expanded to what they have today. We were shown around to find all sorts of birds, feral cats, and hedgehogs. We were tasked with cleaning the cages and pens, indoor and outside. Then feeding and watering all the birds, which included seagulls, pigeons, Magpies, and Crows. They also had ducks, ducklings, and a Swan, once the living area was cleaned and ready to house these birds, we got the chance to hand feed some of the young pigeons. After this we had to prepare the food for the rest of the birds, this consisted of fish, chicks and cat and dog food for the adult seagulls. The hedgehogs are also checked and cleaned , ready to feed. They have a triage centre which had a constant flow or people bringing in injured birds and hedgehogs. The experience here was great and I’d do it again, the volunteers and regular staff do an amazing job.
Demi Martin As many of you know, we took part in the Race for Life this past Sunday, and I am delighted to say that we did it! Together, we have raised £150, and I truly couldn't have done it without all of your support. A huge thank you to everyone who donated, encouraged us, and took part in the event. Also, a massive well done to everyone who completed the Race for Life – you should all be incredibly proud of yourselves. ❤ I am so grateful and appreciative of every single one of you for helping to support such an important cause. Your kindness and generosity mean a great deal. Thank you again for all your support. ❤ On Your Marks... Race for Life Update!
On Your Marks... Race for Life Update! Rachna Bhalla I took part in the Race for Life this Sunday, and I am delighted to say that I completed my 11th Race for Life. I raised £71 for this wonderful cause. Thank you to those who sponsored me. ❤ Your kindness and generosity mean a great deal, and your support helped make this achievement possible. Thank you again for all your support. ❤
5 Trek Challenge Stu Proud 5 treks. 131.5 miles covered. 14,790 feet climbed. 40 hours, 42 minutes of hiking! (That's 211.6km covered and 4,508m of climbing) On Saturday, I completed the last of my five marathon treks for Alzheimer's Society. After the first trek in May, I was confident, but the last four treks came thick and fast over the last five weekends. Bloody-mindedness and determination got me through in the end, though! Time to give the body (especially some toes) a chance to recover now... I have some fantastic memories of the treks. The beautiful scenery, some brutal climbs (especially 20 miles in on the Yorkshire Dales trek), the searing heat in the Peak District and not least a frustrating 45 minute wait in a queue to cross the stepping stones near Alnmouth on the Northumberland Trek! I also loved having my little moments of fame as the event MC and official photographer both started to recognise me. Interviews at the start and finish line, shout outs at the start and rounds of applause and cheers orchestrated by the trek organisers. Looks like I might be the poster boy for some of the promo material next year as well! I'd like to say a massive thank you to everyone who has donated money so far. You've helped me raise over £2,600 which will help research to find a cure for Alzheimer's, support sufferers and their friends and family, and promote awareness of this terrible disease. If anyone was waiting until I completed my challenge before donating, now's your chance! Click the link and donate. Stu Proud's 5 Trek Challenge
Colleague Spotlight: Supporting the homeless Mayur Jain We are proud to share a volunteering initiative that Mayur is involved with. Giving back to our community is something we value, and we're delighted to highlight this opportunity to make a positive impact. We hope this inspires others to learn more about the initiative and, if they're able, get involved in supporting this worthwhile cause. The group was started several years ago by a friend who wanted to support homeless people in the city centre. Every Thursday, volunteers come together to distribute clothing, food, and other essential items to those in need. I occasionally join the group and help hand out food and essentials. As well as providing immediate support, we also take the time to speak with people and understand what items they need most. We then share these requests within the volunteer group and try to source the necessary items for future visits. It's a simple but meaningful way of supporting vulnerable members of the community, and it's rewarding to see the difference that even small acts of kindness can make. Well done Mayur!
A day in the life, A Technical & Procedural (T&P) officer Rima Uttley A Technical & Procedural (T&P) officer provides a wide range of support across the business. No day looks the same and the T&P officer’s days can be very different depending on the area and expertise they have. These are some of the ways a T&P officer will support the business: · Consultation point for policies, legislation and regulations · Creating/maintaining manuals and guides used by Customer Support colleagues · Contribute towards Projects and Continuous Improvement strategies · User acceptance testing and fault resolution · Respond to queries (after SME contact in the 1st instance) · Maintain system letters and administers access levels for some systems · User account administration · Work with stakeholders across departments to identify areas for improvement and innovation · Refining workflows · Supporting training initiatives · Contributing to strategic projects T&P support a range of work streams including: · Healthy Start · English Infected Blood Support Service · Low Income Scheme · Pre-Payment Certificates · Maternity & Medical Exemptions · Immigration Health Service The Technical and Procedural Team plays a pivotal role in ensuring operational consistency, accuracy, and compliance across Citizen services. We are responsible for interpreting complex policy and legislative frameworks, translating them into clear, actionable guidance and procedures that support frontline teams. Our work underpins decision-making by providing technical advice, maintaining procedural documentation, and ensuring that updates are communicated effectively across the organisation. We act as a bridge between policy and practice, helping teams navigate change and maintain high standards of service.
Let the We CARE Awards 2026 judging begin! The spotlight now turns to our judging panel as they start the challenging task of creating this year’s shortlist. And what a challenge it will be! As always, the response this year has been phenomenal, with colleagues across the origination taking time to recognise the incredible people and teams who make a difference every day. From those stories of team work and collaboration, compassion and comradery, the examples of dedication and going above and beyond in nominations have showcased the very best of our CARE values in action. Every nomination tells a story, and the quality of entries this year has been nothing short of amazing. A huge thank you to everyone who took the time to nominate a colleague or team. Your words of appreciation help shine an important light on the work we do, achievements we smash, commitments we stick to and positive impact we make, making sure nothing goes unnoticed. Alongside this year’s award nominations and our monthly recognition winners, the judges have just over 800 nominations to review as they work towards selecting the finalists. The shortlist will be announced August, with voting for Colleagues’ choice opening soon after. Until then, good luck to all nominees… Atricle directly from My Hub: let the judging begin
July's book review Carly Harris The Correspondent by Virginia Evans I absolutely loved The Correspondent. It tells the life story of the main character Sybil Van Antwerp through letters, emails and notes between Sybil and the people in her life, it’s a really clever and different way of telling a story. As well as friends and family, there’s correspondence to and from all sorts of people, including the president of a university and someone from a family tree company, which added an extra layer to the story and helps you get to know Sybil better. Some of the letters had me laughing out loud, while others were genuinely heartbreaking. It struck the right balance between humour and emotion. It's one of those books that slowly draws you in, and before you know it, you're completely invested in the characters. There are some surprises which come toward the end of the book but I don’t want to give away any spoilers. I thoroughly enjoyed it from start to finish and would definitely recommend it, I’d give it a 5/5 which I rarely do. It felt like a bit of a wholesome break from the crime thriller books I normally go for.
What is a Career Pathway? Our Career Pathways programme allows you to explore and experience a wide range of development and career opportunities outside of your current role within Citizen Services. The programme allows you to gain hands on experience in one of our many Career Pathways, enabling you to gain valuable knowledge and skills with the support of a mentor. We continuously strive to expand our Career Pathways program to exciting new job roles. Our programme has since been extended to other areas of the business and is currently in the process of being extended to the wider NHSBSA. Upcoming Career Pathways recruitment (Event dates are subject to change) Please click on the link to view upcoming Career Pathways: Emerging Training and Resource Coordinator Emerging Quality Reviewer (QRT) Emerging DDaT Data Professional Emerging Academy and Quality Coach
Drum Roll Please... Our First Recognition Winners Are Here! Back in July, the People Engagement Team launched an exciting new recognition initiative to celebrate the fantastic colleagues who make Customer Operations such a great place to work. The response has been amazing, and now it's time for the moment we've all been waiting for... Meet Our Very First Winners! Gold Award - Mayur Jain - £25 Amazon voucher Silver Award - Jaye Cameron - £15 Amazon voucher Bronze Award - Ali Riaz - £10 Amazon voucher A huge congratulations to all three winners! Thank you for making a positive impact on your colleagues, our customers, and Customer Operations. Could You Be Next? The exciting part is that anyone across Customer Operations can nominate, and anyone can be nominated! Whether it's a teammate, someone you've worked with on a project, or a colleague who consistently goes above and beyond, we want to hear about it. Better still, there's no limit to the number of nominations you can submit, so don't hold back on sharing the recognition! We've made the process as simple and inclusive as possible because recognising great work should be easy. You don't have to work directly with someone to nominate them. If they've supported you, inspired you, demonstrated our values, helped their team, or delivered an outstanding experience for our customers, send in a nomination and help shine a spotlight on their success. Let's continue celebrating the incredible people who make a difference every day. Spread some positivity, recognise a colleague who's gone the extra mile, and help us showcase the amazing talent across Customer Operations. Get your nominations in... the next winner could be someone from your team! Get your nomination in today: People Engagement Team Colleague Recognition - Fill out form
Together, We Lift Each Other Higher Within Customer Operations, our greatest strength has always been our people. Every day, across different teams, roles, and locations, we come together with a shared commitment to support one another, encourage one another, and help each other succeed. It is this spirit of collaboration and care that makes Customer Operations such a special place to be. We know that behind every achievement is a colleague who offered support, shared their knowledge, stepped in to help, or simply took the time to listen. The way we look out for one another, celebrate successes, and face challenges together is what sets us apart. No matter our role, we all play an important part in creating an environment where people feel valued, respected, and empowered to be their best. We recognise that everyone brings unique strengths, experiences, and perspectives, and it is through embracing those differences that we continue to grow stronger as one team. When times are busy, we pull together. When challenges arise, we support each other through them. When successes are achieved, we celebrate them as a collective. It is these moments, both big and small, that remind us of the incredible culture we have built together. Let's continue to champion one another, share our successes, offer support when it is needed, and never underestimate the impact a kind word, a helping hand, or a moment of encouragement can have. Together, we create a workplace where everyone feels they belong. Together, we inspire confidence, build connections, and make a real difference every day. Because when we support each other, encourage each other, and lift each other higher, there is no limit to what we can achieve. Together, we are Customer Operations. Together, we thrive. Thank you for reading! The People Engagement Team x