Performance

Staff Member

Employee Satisfaction

Ladbrokes believe that one of the best ways to test whether we deliver on our promises is to ask our employees what they think. We work with an elected Staff Council, who meet four times a year, we also have a Speak Up programme and a staff suggestion scheme called 'Ideas From You'. We hold staff meetings across the country at which members of staff from all grades are invited to ask questions of the Operations Director and other senior management team members. The Speak Up programme has been particularly successful; it is staff-driven and provides direct feedback to decision makers at head office. This online system operates electronically via the EPOS system, BS2000, with an average of over 300 submissions per month. Since its launch in July 2003, up until June 2008, we have received over 21,000 cases of online feedback, all of which received a response from our head office team. During 2008 an average of 110 Speak Up's have been received per week, with the average response time to each case being under five days. The Ideas From You scheme gives staff the opportunity to be rewarded for putting forward ideas. Speak Up phone-in days, organised on a quarterly basis, receive over 100 phonecalls per day.

Diverse and motivated workforce

As our business becomes more sophisticated and technology driven, we need to ensure that we sustain a high level of competence across the business and increase our capacity to respond to changing market needs. We are an Investor in People and as such Ladbrokes provides clear opportunities for development and progression. We recognise that our employees represent a centre of excellence for the industry- one which we wish to maintain. A key part of our human resources strategy is to be a modern, attractive and fair employer and to value and recognise employee loyalty. We work hard to understand the needs and expectations of our employees, most specifically through our UK Staff Council. All of which helps to maintain high levels of employee satisfaction and minimise turnover.