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News Desk: Industry News

How do you serve your customers in today’s COVID-19?

15 September 2020   (0 Comments)
Posted by: Heather Ette
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How do you serve your customers in today’s COVID-19?

Everyone is doing it differently and nobody has a secret guide book that explains how we can succeed throughout this pandemic.

We have taken a closer look at one organisation that is getting raving reviews on social media, for the great work that they do. We wanted to know what they are doing that is working well.

Shaw Trust is a charity that helps to transform the lives of young people and adults, across the UK. Helping people gain an education, enter work, develop their career, improve their wellbeing or rebuild their lives. One of the specialist services they provide is Aim4Work.

Aim4Work has helped many unemployed people back into work and/or training, as well as supporting people with their mental health difficulties.

So what are Shaw trust doing that sets them aside from others?

We asked an employee at Shaw trust:

“Firstly, it's all about keeping our staff happy, which in turn, helps our clients.

Shaw Trust staff have been kept in the loop about COVID-19 and the changes made, through CEO Chris Luck, who has communicated with the company weekly through emails and video clips.

Secondly, it's about the choices that are given to staff and also to our clients. There has been a number of options available for staff to support their wellbeing. For example:

·       Monthly reflective practice.

·       Health and safety measures to ensure a good working space is created whilst working from home.

·       Regular coffee morning meet ups on Microsoft Teams.

·       The choice to be furloughed or stay in work.

·       The choice to take annual leave in bulk, if needed.

Each staff member has had a separate meeting with their line manager, to offer a tailored package of support.

Once this is in place, staff are better equipped to support their clients.”

They continued: “We are a client led service as much as we possibly can be. This paves the way for greater support.

Aim4Work used to be a face to face service, now all of our work is completed over the telephone, during COVID-19. We haven't stopped, we have adapted, to suit the needs of the client",

We run regular one to one telephone sessions with clients, as well as peer support groups, through conference calls. All staff work from home and manage their own diary. Since COVID-19 we have successfully supported 64 people back into work and 37 people into training.

We have also opened up our referral system to a broader audience, such as banks and debt agencies that speak to unemployed customers, as well as citizen’s advice bureau and other charities that offer support to the public.

You can self-refer too, at

We offer a free, tailored support package to help people back into work and can help with CV's, interview skills, what to say if you have a gap in employment, as well as wellbeing and mental health support.

We work across London and would love to hear from you if you feel we can help the people that you serve.”

Please get in touch:


25 years plus

Right to work and remain in the UK


Going through stress and/or mental health difficulties