Stemming Attrition in the Cleaning Industry: Beyond Reward and Recognition

How does a soft services business retain employees in a demanding and often undervalued sector? This is the question that Sarah Newland, Excellerate Services Head of People Services considers in our latest blog. 

Here, Sarah shares her thoughts on the crucial role of reward and recognition programmes to curb attrition, and also the importance of taking a holistic approach to responding to the root causes of staff turnover.  

Creating a Supportive Work Environment
To truly reduce attrition, companies must create a supportive work environment that addresses employees' emotional and professional needs. This begins with fair rates of pay and benefits that reflect the importance of every person’s role in delivering for our clients.  

Here at Excellerate, we provide free access to our Employee Assistance Programme (from Retail Trust), for every member of our team, and we offer an Earnings on Demand scheme (in partnership with Hastee Pay).  We also have a Cycle To Work Scheme, a Refer a Friend programme and regularly celebrate our Superstars.  Taken together, I believe these help make our team feel valued. 

The business has also invested in our fantastic online training platform, TheAcademy which gives our team the knowledge and confidence to do their job.  It also enhances their skills and makes them feel valued.  And it's a sound investment in the long-term career aspirations of our team.

A Positive Workplace Culture
Ensuring that everyone, especially our frontline hygiene and security operatives feel respected and included as part of the team, rather than invisible contributors, is also key to job satisfaction and retention.  We encourage clear communication throughout the business and provide opportunities for all staff to voice any concerns and suggestions.

Emphasising Work-Life Balance
We all appreciate that when a team member feels that their wellbeing is important, they are more likely to stay committed to their roles. The cleaning industry often requires irregular hours, which can place a strain on personal lives. I have seen the dedication and hard work of our field-based management team in supporting their colleagues achieve a positive work-life balance. This can be linked to flexible scheduling, rostering around unplanned leave due to a family emergency or one of many other real-life episodes that we all encounter from time to time.

Offering Growth Opportunities
Career advancement is a key motivator for many. Excellerate Services UK is an ambitious company and in my time in the business, I have witnessed an exponential growth in our team.  I believe that our clear pathways for promotion and skill development, give our team members a clear sense of purpose and a reason to stay. As a snapshot, we offer leadership training, specialised certifications for some roles, and opportunities to move into different roles across the business.

Conclusion: Beyond Rewards
While reward and recognition programs are vital, they are part of a comprehensive approach.  By addressing the deeper needs of employees, Excellerate Services is committed to building a stable, committed workforce, which ultimately leads to better service for clients, and a more sustainable business model.

As a post-script, Excellerate Services staff turnover rates are well below the industry average, and I am proud and grateful for the work of my colleagues across the business who make this a reality!