Article 10 March 2023

Amazon- taking action on your feedback in Upload

Since the latest Upload – Mitie’s employee engagement survey- lots of work has been taking place across the business to put your voice and feedback into action. 

Over in Amazon, one of the key pieces of feedback in 2022 highlighted a need for better communication, allowing colleagues the space to make their voice heard and share their feedback, enabling them in turn to make a difference. The night shift staff were the ones to raise the concern that they often felt that they ‘missed out’ on much of the daytime communication due to their shifts. 

With this feedback in mind, the following actions have been taken in direct response: 

  • To enhance communication, the annual engagement plan has been supercharged to ensure there are even more events and activities relating to colleague engagement 
  • Introduced ‘Tell Kel’, a direct means of communication to the Account Director, in the same vein as ‘Grill Phil’
  • ‘Night Clubs’ have been introduced – these are where the Senior Management Team go out to sites to engage with the night shift employees. This includes a rundown of benefits information, an open discussion around desired improvements, an honest discussion of what is and isn’t feasible to change or influence and some quality time alongside the frontline on the FC floor.
  • Shift representatives have been introduced to speak on behalf of the shift, creating a more comfortable format for colleagues to raise any issues or concerns 
  • The Site Manager facilitates a monthly discussion on concerns and questions, and these are documented publicly for all colleagues on site to see. Responses are also shared publicly, keeping a transparent record of ongoing discussion. 

“One of the perennial issues with the industry, particularly in the cleaning sector is the divide between day and night shift where topics of concern outside of the obvious night time working span management interaction, communication, engagement and operational pressures. The advent of Night Club has provided a platform for our SLT to formally and regularly engage with our night shift colleagues in a meaningful but fun setup ensuring we can capture what is in essence 50% of our Account workforce. The Back to the Floor portion element has been very well received too with our frontline relishing the chance to demonstrate the operational challenges they face and the good work that they do and are very proud of.” – Michael Thompson, Senior Operations Manager 

“From the feedback received after the Upload survey the team explained that they wanted more opportunity to speak up and voice their opinions and also to get some feedback on various topics discussed. One of the problems holding this back was that some people were not comfortable speaking up in front of others and in a public forum so we introduced a representative from each shift that allowed everyone to have their say and input and to allow the quieter members of the team to also have a way of voicing their opinion without being made to feel uncomfortable.” – Michael Bee, Site Manager BHX2 

“It really helps as people can come to me, I’m easily approachable with questions or ideas rather than having to approach the Manager. They also know that it is going to be documented and seen by all of the shifts. Any responses to the questions are usually very quick and this allows us to make change in areas faster. Overall, it really helps to create a more positive happier team.” –  Angela Carr, BHX2 Team Member & Shift Representative

At Mitie, everyone’s voice deserves to be heard. 

So when we have something to say, MyVoice makes sure our message gets through – loud and clear. 

By giving us all the opportunity to speak and be heard, we make things better, together.  

There are plenty of ways to share your insights and ideas for improving work at Mitie, including the employee engagement survey, Upload. Over the next few months, we’ll be sharing what teams and managers have changed and improved because of the feedback you gave in Upload. Keep up to date here