Our people are dedicated to serving our customers
At Ferguson our people matter.
Our teams in sales, branches, logistics and distribution centres are the customer-facing side of our business. Their relationships with both large and small customers are critical to our success, and their expert knowledge means that they are a key part of our customers’ workday.
The way we organise and multi-skill our teams ensures local flexibility, reliable execution and superior productivity – very important in challenging market conditions. We are proud that our people have the passion to provide the highest levels of service for our customers.
We have an enduring tradition of investment in people and continue to attract talent through a very effective college recruitment process that develops them, through operational roles, to become the managers and leaders of the future. 60 per cent of the current Ferguson Executive team started on this programme. In Wolseley UK we launched a Training Academy in 2016, with our new accredited apprentice programmes now involving over 300 new and existing staff. Further investments in people development are planned.
Key to delivering outstanding levels of customer service is employee engagement. We have high expectations of the managers and leaders in our businesses to lead by example through our values. By listening to our people, via our regular employee surveys, we understand how we can help them continue to improve and develop our business and rapidly address issues of importance to them.
We continue to develop and motivate our people, embedding a strong culture of execution. We measure both employee engagement and customer satisfaction in each business and target continuous improvements in both.
In 2015/16, we reviewed our approach to reward and established Group-wide principles that commit us to competitive pay levels, incentives that recognise superior performance and benefits structures that are valuable to people at all levels. In addition, our all-employee sharesave programme encourages our people to take a stake in our business and share in our success at a discount to the market price.
We are continuously improving the systems in place to manage the health and safety of our people, customers and others with whom we come into contact. All businesses work to a minimum standard for health and safety and site-level reviews are undertaken by our internal audit function.
We are committed to making our Company an attractive place for people to develop their careers, be rewarded for success, and enjoy contributing to a team that is making a great business even better.