Q. Why do you think employee engagement has become particularly important, both generally and to Roadchef in particular?
A: Employee engagement is really important for boosting productivity, improving retention, and keeping customers happy. Engaged employees are 2.5 times more likely to exceed performance objectives. They are more productive, have fewer absences, provide better customer service, remain with the business longer, and bring more creativity to the table.
This is especially important for us as a brand to stand out in the competitive retail and hospitality sectors, all while delivering top-notch experiences to over 50 million visitors each year. By focusing on employee engagement, we set ourselves apart in the market, improve service, and boost customer satisfaction, driving overall business success.
Our commitment to engagement hasn’t gone unnoticed as we’ve earned Platinum accreditation with Investors in People and a 3-Star Accreditation from Best Companies, showing our dedication to creating a positive work environment has made a difference.
Q. How do you identify the areas where employees require support or would most benefit from initiatives?
A: At Roadchef, we use a variety of methods to understand where employees might need extra support. We actively listen to employee feedback and encourage suggestions to make improvements. This feedback helps shape initiatives that address specific needs. We also take part in the Best Companies to Work For programme, including the b-Heard survey, which provides valuable insights into engagement and areas we can improve.
To support financial wellbeing, we’ve got an interactive questionnaire in the PayCaptain app, giving personalised financial scores and advice. We keep an eye on turnover, particularly within the first 90 days, to spot any potential concerns early. Regular communication channels help ensure employee voices are always heard, and we hold annual Toolbox Talks to discuss initiatives and gather feedback.
Q. What initiatives have you introduced at Roadchef that are particularly effective, especially given your sector and workforce?
A: To support our employees, we’ve put in place a variety of initiatives focused on wellbeing, recognition, and engagement. Some key programmes include financial wellbeing support, like allowing our employees to access earned wages before payday, subsidised meals, community pantries, and interest-free hardship loans. We also run weekly activities to build a sense of community and boost both mental and physical health. Our commitment to sustainability shows through initiatives like the OnHand app, which encourages our teams to volunteer and reduce their carbon footprint. These efforts have made a real difference in our strong retention rates.
At Roadchef, one of our main priorities is making sure both our visitors and employees are treated with the utmost care and respect.
