We have put a lot of time and effort this year into ensuring we recruit and retain the right individuals, for example by: ensuring we have a defined New Starter processes, literature and training to support Fast-Track Development together with structured competency levels and clear guidelines of how to progress and we have implemented more training, coaching and mentoring initiatives to ensure we have highly motivated individuals who can not only see the vision of Customer Excellence, but feel, empowered, confident and equipped to deliver it via systems and processes that work.