Leadership Capability ‘Transforming confidence into competence’

    • Developed 7 courses in collaboration with STMs that linked to the specific competencies required for the role.

    • “Innovative, client-branded, engaging visual content for classroom.”

    • “Rich media, bespoke video, infographics and custom design of models to fit the branding of the organisation”

How we helped

After working with us to assess the Consumer Services, Sales Team Leader (STM) population, we identified an opportunity to further develop the competencies required of a great STM.

We noted:

  1. Leaders have varied confidence across the 7 competency areas identified to be a great Sales Team Manager.
  2. In a heavily regulated environment, the balance between sales and compliance is key and where leaders spend their time is important.
  3. Self-development is a challenge with the perceived workload.

We believe outputs should be delivered as tailored and specific to the client as possible. To make this happen, Ember conducted a needs analysis of the existing manager populations in the contact centre environment based on the Assessment Centres we ran.

The learning styles and individual needs of the STMs were listened to and balanced against the needs of the business, the leadership perceptions and the regulated nature of the organisation.

From working in collaboration with operations and learning & development, we were able to identify and then prioritise a programme of modern leadership development practice and also build sustainable skills for their future needs in-house.

  • Developed a reflective practice approach to help embed the learning and encourage collaborative behaviour change.
  • Created a suite of resources, journals, training materials and detailed notes that allow this training to be repeated in the future with new groups.
  • Collaborated with subject matter experts to create a bespoke leadership development journey that meets the needs of a heavily regulated insurance company in terms of content and values.


We have seen and captured verbatim examples of learning being put into practice.

Across the 7 competencies, we have seen a growth in confidence through the self-reflections in more challenging competencies and have built great relationships with leaders across the client group.

Our high levels of feedback scores across the programme:

  • Structure 86
  • Trainer 93
  • Materials 84
  • Activities 88
  • Environment 80
  • Meeting Objectives 90
  • Relevance 83
  • Confidence 83

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