Workplace

training and development
People focus is a key ingredient of Northern Rock's success - towards its customers, through community activities, other stakeholders and the driving energy behind the Company's business performance; its staff.

The Company operates in a highly competitive market with continuously changing demands. It is therefore essential that the workforce is confident and well motivated. In support of this aim the Company provides comprehensive training and development programmes. These are tailored to the individual's specific needs and in line with business objectives, providing real opportunities for career progression and development. By developing the competencies of its team, Northern Rock achieves increased proficiency, reduced operating costs, improvement in its approach to customer needs and improved business performance.

The Company's training initiatives are supported by a centralised Training function, guiding the corporate training priorities whilst delivering business specific courses through training teams dedicated to particular business operations.

A 'Building Skills' training approach was launched in 2005, with over 30,200 training days delivered during the year. Key stages of an individual's development in their career with Northern Rock are addressed within the framework from new recruit, first line team manager and new manager to senior management and executive level. The skills and knowledge needed by an individual at each stage of development are included in the framework. The framework is available to all staff via the Intranet, its implementation supported via Induction and management training as well as through the Building Skills Shop, opened in July 2005, which is based on a main thoroughfare at the Company’s Head Office at Gosforth. Training representatives manage the shop, providing information and guidance on the education and training opportunities supported by the Company. In addition a programme of joint initiatives with external education providers is in place and promoted through the shop with further development scheduled. In July 2005 the Company also introduced a Learning Centre for staff, a dedicated facility to support study for qualifications or use of Learning Bank material. This is in addition to the dedicated Learning Centre that supports trainees on the Company’s Modern Apprenticeship Scheme.

Within the Training function, the Central Education and Development team manages company-wide training and education needs and resources.

Best practice material and resources are centralised with access supported via the Company's Intranet which hosts the online Learning Bank including information on courses as well as books, DVDs and other materials.

E-Learning
The development of e-Learning continues with the delivery and monitoring of induction and regulatory modules companywide. In addition classroom training on new systems and processes is supported by e-Learning.

Induction
As business needs develop the Company's induction programme is continuously evolving. Support is provided via intranet modules, classroom teaching and model office practical sessions. A new approach was introduced in March 2005, based on the practical aspects of a 'Normal Day' to demonstrate how Personnel policies, regulatory requirements and working practices impact on an individual within the workplace. Corporate Social Responsibility is incorporated within our induction programme and first line manager training as an integral part of everyday working life.

Educational Qualifications
All employees have the opportunity of applying for an educational qualification subject to criteria. At the end of 2005 there were over 700 students studying towards a qualification and over 170 more completing a qualification in the year.

Learning and Skills Council
Following a review of the current Learning and Skills Council contract Northern Rock have been granted further provision from August 2005 to August 2006 to deliver 60 more Modern Apprentice Frameworks. The Frameworks consist of an NVQ and Key Skills relevant to the business. A dedicated learning centre has been established to support the further development of this scheme.

CeMAP Training (Certificate in Mortgage Advice and Practice)
The Company offers a comprehensive CeMAP and Lifetime training programme to all staff members either in a CeMAP or Lifetime role or with the potential to be in a CeMAP or Lifetime role.

Central Education and Development offers a comprehensive support programme to all CeMAP students in the form of study guides, revision courses and a registration service.

A CeMAP homepage attached to the Training Intranet site is currently under construction to add extra support to the current students. This will work along side the current revision courses and study guides that are already available.

Customer Services Professional
This popular qualification underpinning customer service standards continues to be offered. Students are offered revision notes and papers to support them through their self study programme. The recommended study time is 18 months.

NVQ
The NVQ programme is one of the most popular educational programmes within Northern Rock with over 100 staff members currently undertaking a qualification within the programme.

All areas of the business are offered the opportunity to participate in this programme as it covers Administration, Customer Service, Call Handling, Management and Sales.

Management Development
Management development is integral to the future of the organisation. It ensures Northern Rock has the potential within the management team to take on the future challenges and opportunities the growth strategy will continue to bring.

As part of its Building Skills approach Training launched ‘Leading a Team’ in March 2005, a modular programme providing new and existing first line team managers with training in essential skills and knowledge to support them in their role. The modular approach allows a tailored build up of skills relevant to an individual's needs.

The next level of management training, a new Management Development Framework, was launched in September 2005, offering modules on Customer Management, People Management, Process Management, Risk Management and Business Focus.

In addition to Training courses the opportunity for individuals to undertake the Diploma in Management Studies (DMS) at Northumbria University continues. In 2005, 22 members of staff graduated with the qualification and a further 26 commenced the course in September 2005. 18 are currently in their final year.

In May 2005 the year-long Graduate Trainee Scheme was revised and developed into a four-year support framework. 18 trainees were recruited onto the new Graduate Development Programme in October 2005 from over 500 applicants following an assessment centre process. Successful applicants immediately take up real jobs within the organisation in a variety of business areas including Credit, New Loans and Savings operational areas, Sales, Marketing, Treasury, Finance, Group Legal, Group Compliance, Premises, IT and Personnel. Their development is underpinned by a series of programme events including short-term placements within other areas of the business, team events and Executive presentations on the Company's core business areas and strategy.

Fuller Osborn Award
This annual award was established in 1991 to mark Fuller Osborn's contribution to Northern Rock's success during his 29 years as Chief Executive, and his belief in staff and their development and training. The award is judged by 3 criteria: job performance, study and community involvement - with the aim of recognising an individual's excellence in job performance, personal development, academic achievement and a wider contribution in terms of 'out of work' activities.

There is an excellent response to requests for award nominations which shows the significant effort individuals are making in the day-to-day activities as well as outside of working hours.

Employee Achievement Awards
There are 5 achievement awards each year. Staff are asked to nominate colleagues who they think deserve an award. The awards cover:

Education
Sporting Awards
Helping Others
New Starter
Unsung Hero/Heroine.

Nominations can be submitted on line via the Training Intranet site. Each winner is awarded £250 and is also invited to attend a celebratory lunch with our Executive Team.

Focus on Customer Service
Customer service excellence is a major element contributing towards Northern Rock's success and staff development provides a solid foundation for this. 2005 saw the launch of a new IDEAS (Ideas Delivering Excellence And Service) initiative that identifies and rewards members of staff who successfully propose improved systems and/or working practices that raise efficiency and lift the business contact experience of customers.

A Revised Customer Service Programme
Following the comprehensive Customer Service review undertaken by Northern Rock in 2004, the initial project team has been replaced by a new Customer Service Function that oversees the steering group and drives initiatives aimed at improving customers’ contact with the company.

CPD (Continuing Professional Development)
The development of our CPD programme continued on a positive footing during 2005. This programme is an integral part of Northern Rock's overall Training & Competency regime and has been conducive to supporting staff across the business in maintaining their financial knowledge.

Central Education and Development continues to act as an intermediary support to the business to ensure that Northern Rock continues to meet with regulation requirements. In 2005 CPD developments were recognised by the award of ACCA Approved Employer status, a key achievement recognising the support provided by the Company to those in an accounting professional role.

Pre-retirement Training
The Company offers staff due for retirement the opportunity for them and their partner to attend a course to help them prepare for this change in their lives.

Resources
The Company offers a well-stocked educational library within Central Education and Development. Any books or materials necessary to complete a course, which are not available from the library, can be purchased subject to terms and conditions.