The Workforce Development Team at Forward Leeds is collaborating with the Leeds Building Society to support staff in better understanding the complex challenges faced by their customers.
David Wise and Jen Palfreeman from Forward Leeds were invited by the Society’s People Division and Mortgage Service Team to design and deliver a tailored podcast aimed at upskilling frontline staff. The initiative focused on colleagues working directly with customers in mortgage arrears, many of whom may be struggling to maintain payments due to a range of underlying issues, including substance use.
The collaboration began with a series of planning meetings between Forward Leeds and the team’s Lead Practitioner, David Wise. These discussions identified an opportunity to enhance the LBS approach with respect to sensitive conversations around drug and alcohol use. From this, a focused and practical podcast framework was developed.
David said: “This partnership is a great example of how we can work alongside organisations outside of the health sector to make a real difference. By increasing understanding and confidence around substance use, we’re helping staff feel better equipped to have compassionate, meaningful conversations with customers who may be facing multiple challenges. Ultimately, this kind of approach can lead to better outcomes for individuals and families.”
The recording has now been made available to Leeds Building Society staff via their internal Thrive Learning Platform.
Anthony said: “The podcast has had a positive impact on our colleagues, helping them overcome stigma around substance use while building greater confidence, empathy and understanding to support customers at Leeds Building Society, enabling more compassionate and effective conversations and communications at what can be a very difficult time.”
Key themes explored in the podcast include breaking down stigma surrounding dependence, equipping staff with the confidence to have open and supportive conversations about substance use and understanding how drug and alcohol use can impact both mental and physical health. Crucially, the content also emphasises the importance of empathy and adopting a person-centred approach when listening to customers’ experiences.
This project marks the beginning of what both organisations hope will be a meaningful and ongoing partnership. Forward Leeds is now in discussions with the Society’s Inclusion and Diversity team to explore further training opportunities. These sessions aim to build staff confidence in having meaningful and informed conversations with customers and colleagues alike, ensuring that those facing complex challenges receive understanding, appropriate support, and signposting where needed.
By bridging the gap between financial services and health awareness, this partnership reflects a growing recognition that financial hardship is often intertwined with wider life circumstances and that compassionate, informed conversations can make a significant difference.
Pictured above left to right: Jen Palfreeman of Forward Leeds, Anthony McShane of Leeds Building Society and David Wise of Forward Leeds