Haydock drives competency-based accreditation to support service excellence

Haydock Finance has marked a significant milestone in its ongoing commitment to service excellence by awarding competency-based accreditations to seven members of its New Business Team.

The recognition comes on the back of their work in Q1 2025 as part of “Proof of Concept 1” (POC1) — a targeted initiative to evaluate and enhance Haydock’s end-to-end processes.

POC1 emerged from the company’s interactive ‘Kaizan’ workshops — collaborative sessions grounded in the principles of continuous improvement. These workshops empower employees to share insights based on their day-to-day experiences, helping to identify operational inefficiencies and unlock service opportunities. The project began in late 2024 with a focus on building practical solutions to challenges raised by team members themselves.

Throughout the first quarter of 2025, the New Business Team immersed themselves in refining processes, testing improvements, and deepening their knowledge, all with the aim of delivering a more seamless and consistent customer journey.

Jan Greenhalgh, Head of Operations at Haydock Finance, praised the initiative, stating: “Achieving accreditation highlights the team’s commitment to Haydock, our partners and their clients. Building professional standards also shows Haydock’s commitment to our people while ensuring that the service we provide is industry leading. Kaizan workshops are powerful as process improvements are identified and developed by the people who do the job every day.”

She added that projects like POC1 are designed to directly benefit customers by improving turnaround times, ensuring consistency, and elevating the overall service experience.

Lauren Whittle, New Business Manager, echoed this sentiment: “I am very proud of the team’s effort in this project. They have all worked together brilliantly and shown such willingness to strive for a better customer journey for all our introducers. This is a great example of collaborative working across the business to improve service delivery.”