Values, behaviours and leadership expectations
Developed in October 2017 by colleagues from across the business these are embedded in everything we do at SHP.
Customer service excellence
The government wants services for all that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of service provision. With this in mind, Customer Service Excellence ® (CSE) was developed to offer services a practical tool for driving customer-focused change within their organisation – SHP are working towards achieving CSE.
The foundation of this tool is the Customer Service Excellence ® standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.
Learning and development
SHP is committed to colleagues' learning and development, and has a number of methods of conducting training needs analysis, converting these into L&D activities via blended learning and ensuring annually a healthy budget is in place in order to deliver and colleagues can access:
- professional/industry related qualifications
- on the job learning
- in house action learning sets, forums & workshops
- compliance/regulatory training
- professional networks.
Induction and probation
New colleagues joining SHP have a six-month probationary period and are supported through this via a bespoke induction passport and regular review meetings.
Performance management tools
We have a robust performance management system in place which includes setting and reviewing objectives, one to one meetings and bespoke personal development plans for all colleagues.
We have seven pay bands at SHP with band one as our entry-level paying above the London Living Wage. Each pay band has three levels – developing, competent and enhanced.
All vacancies are recruited to within the competent salary range. Within the competent range there are five incremental steps which colleagues progress through based on performance.
Paid time off
Dependent on the pay band for the role colleagues are entitled to either 27 days or 32 days holiday per year plus paid time off for bank and public holidays.
We have a company sick pay scheme, an additional leave policy, maternity pay and adoption and parental leave schemes.
Health and wellbeing
Smarter working supports us to ensure a good work-life balance for colleagues and in addition we;
enrol colleagues in the Simply Health (opens in new window) core plan providing cover for a wide range of everyday healthcare treatments
give access to a confidential to a 24/7 employee assistance programme
offer annual health checks for certain roles
provide free flu jabs
have access to an Occupational Health Service
hold an annual health and wellbeing week giving colleagues the opportunity to try different services.
Colleagues can take advantage of the Local Government Pension Scheme (opens in new window) with SHP making healthy employer contributions towards the pension.
We actively encourage smarter working through the use of technology and facilities available for colleagues in our community – you don't have to be chained to a desk at head office to deliver services.
We have hot-desking facilities, a communal break out area and Community Hubs for colleagues to use. Flexible and home working is also available for some roles.
#Excellent recognition scheme
We have a peer to peer employee recognition scheme in place where colleagues can highlight the excellent performance of others which is in line with our values and behaviours.
All nominations are distributed monthly and a prize draw takes place.