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Just Group Case Study

The module was found to be user-friendly, engaging and informative.

Employees now understand how to identify and adapt to customer needs.

Improved staff understanding in spotting vulnerable customers.

The Challenge

Just Group plc recognised that while they were experts in supporting vulnerable customers, they lacked the internal expertise to create an engaging and effective training programme to equip their teams with the skills needed to put this knowledge into action. They wanted a solution that would not only educate their staff but also enable them to develop practical skills to better support their vulnerable customers. As a result, they sought out a partner to help develop an impactful, scalable learning programme.

We chose Accelerator because of their collaborative, personalised approach and their deep expertise across multiple areas. It was clear they would take the time to understand our needs and work with us to create tailored solutions, no matter the challenge.

Jenny Cadman, Head of Customer Experience

The Solution

Our process began with a thorough briefing, where Just Group outlined their vision. Our team, led by Heidi, created a modular learning solution that was designed to be engaging, interactive, and easy to understand. The programme was brought to life through a combination of varied content, including text, videos, and interactive elements, ensuring that online learning didn’t feel dull or tedious. As the project evolved, we worked iteratively with Just Group, incorporating feedback and adapting to their changing needs.

The Results

Our E-Learning training program was carefully crafted to be user-friendly and engaging, incorporating real-life scenarios to ensure participants could apply the knowledge in practical, everyday situations.

By using an interactive and informative approach, we empowered participants to adapt more effectively to the diverse needs of customers, particularly those in vulnerable circumstances. Many reported a significant boost in confidence when supporting vulnerable customers, a key outcome of our tailored training sessions.

In addition to boosting their understanding, we introduced tools like IDEA, TEXAS, and BRUCE, giving them practical frameworks to better identify vulnerable customers and provide more personalised, effective support.

This comprehensive training has enabled participants to feel more prepared, knowledgeable, and confident in delivering high-quality service to those who need it most.

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