Dunelm and Inspiro Learning have been in partnership since 2015, developing a bespoke apprenticeship programme that is offered across their UK portfolio of stores to initially support their retail and hospitality operations and which has since expanded to also include their Warehouse operations and delivery of business skills apprenticeships at Dunelm’s Leicester Head Office. For Dunelm, ensuring that colleagues get the right learning and development is a critical factor in supporting the organisation to reach and exceed their strategic aims. Dunelm’s apprenticeship programme is a core component of the company’s comprehensive training and development portfolio, which gives colleagues the tools they need to meet ever-demanding business needs.
Adopting a ‘Customer First’ approach is a key pillar of Dunelm’s strategy, and it is here that the apprenticeship programme particularly excels. The Dunelm Apprenticeship Delivery Model has been carefully aligned to Dunelm’s customer service commitments; all the programmes are skilfully designed to embed the high levels of customer service Dunelm’s customers expect. As an example, Inspiro’s bespoke retail apprenticeship is designed to improve customer service standards and drive cost efficiencies by improving the communications between stores and the support functions. This involves developing effective communication channels between colleagues in each department, supporting apprentices to develop a working knowledge of the entire operation, to be rounded and multi-skilled. This approach is underpinned by a strong focus on communication and teamwork, supporting departments to work in synergy and ensuring the customer experience is maintained across the store.
A key component of Inspiro’s solution for Dunelm was the development of progression routes for supervisors and managers across retail. The Team Leader Retail Pathway standard is fully aligned to Dunelm’s ‘Rising Stars’ programme for team leaders and assistant managers. Apprenticeship delivery complements in-house training by filling any gaps and allows colleagues to practise and embed their newly developed skills and competencies.
Talking about her experiences with Inspiro, Helen Robinson, Head of Talent, Belonging & Early Careers at Dunelm, says, “With a strong commitment to our people, we are delighted with the relationship we have with Inspiro, they complement and support colleague development across different levels within the business, which supports our strategy and goals. We are looking forward to building on our existing platform of success in the future.”
