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JAN / FEB 2024 Issue 16
North West
Customer service predictions for 2024 and beyond
Revealed : The most desirable and highest-paying second languages for employers
AI on the rise : the importance of humanness in hiring
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Issue 16 Paramount Media
Page 18 'The Veganuary con' - food entrepreneur and allergy campaigner warns about “false” vegan products Page 21 Families impacted by spike in support for older loved ones in winter Page 22 North West is the #2 region least at risk of redundancy in 2024 Page 26 Revelaed: The most desirable and highest-paying second languages for employers Page 31 The cross border trends you need to embrace to bullet proof your international expansion strategy Page 34 Customer service predictions for 2024 and beyond Page 39 Security industry partnership to support mental health in 2024
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Welcome
Contents
Page 5 Survey reveals 3.7 million brits will turn their heating off entirely this January Page 7 AI on the rise : The importance of humanness in hiring Page 10 Impactful strategies to plug the gender imbalance in leadership Page 13 Revelaed: The top 10 jobs where women can earn more than men Page 15 Data from over 200 15-18 year olds shows the risks of a lack of understanding of UK drug laws Page 16 Whats happening with empty property relief?
Credit to source : Aira
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Millions of brits willing to endure record low temperatures at home this January to combat high energy bills and cost of living
London, UK :The New Year has heralded a frosty resolve across the nation, as millions turn to the growing trend of Thermal Thriftiness – the latest money-saving trend to combat rising home heating costs. The new trend is revealed in a new social attitudes survey commissioned by Aira, a Swedish clean-energy company. Despite the bone-chilling predictions of a severe January cold snap, the UK is steadfastly dialing down our domestic heating. Aira's study reveals that 64% have made a pledge to lower their heating during the first month of the year, with 7% deciding to turn their heating off completely. The survey found that two-fifths (44%) of the UK say they expect temperatures at home to be the coldest they have ever lived in, as millions pledge to keep home heating low. The research found that the chilling trend may last long into 2024 – as over a third (36%) assert they will maintain lower than normal home temperatures well into late February, undeterred by the prospects of cold conditions, even though 64% expect to get a cold and 52% anticipate flu-like symptoms to take hold. When asked for the main reasons behind giving home heating the cold shoulder, financial pressures topped concerns, with 76% of survey participants citing high energy prices as a main concern. Simultaneously, 47% say more general personal finance concerns are an issue. Alongside a global call for climate action, 24% of respondents are driven by environmental concerns, acknowledging the need to decarbonise residential heating, which is the third largest source of CO2 emissions in Europe. The data paints a picture of resilience and adaptability amidst challenging financial conditions, with Brits resorting to numerous strategies to keep warm without cranking up the heat. 68% are even willing to wear dressing gowns, 67% slippers, 66% extra layers and 65% are choosing extra socks before turning the heating on. Additionally, 25% of respondents who are lowering or turning off their heating say they will be wearing outdoor clothes, such as a hat and coat, inside to stay warm! One in four (25%) of Brits have also pledged to spend less on food this year to help pay for heating costs, while 22% will spend less on clothes and 24% are cutting down on leisure activities. Meanwhile, another 9% are spending more time in heated public spaces like libraries, cafes, and community centres to stay toasty without touching the thermostat at home – and 3% are even moving in with family to save on costs. The clean-energy tech solution The case for alternative home energy heating solutions is rapidly growing, with 11% – over 5.8 million Brits - considering the installation of a heat pump in 2024 to provide efficient, sustainable heating in the years to come. Heat pumps are already the number one home energy solution in Scandinavian countries - such as Sweden, which is known for its harsh winters and has recently experienced record low winter temperatures – and provide reliable, clean energy for homes while slashing CO2 emissions and home heating bills in the process. Despite this,130 million European households still use gas and oil boilers to heat their homes, with 25 million in the UK, a practice that constitutes 16% of the UK’s total CO2 emissions. Martin Lewerth, Aira Group Chief Executive Officer, said: “This research is a stark reminder that households continue to struggle with the demands of soaring energy prices and an over-reliance on imported fossil fuels. At Aira, we believe the solution is the electrification of residential heating. We want to make heat pumps accessible and affordable for the many and provide a hassle-free, all-inclusive plan with a low monthly fee. Switching from a gas boiler to a heat pump will help families save 25% on their heating bills and reduce household emissions by at least 75% - a number that rises to 100% with fossil-free energy – without requiring any lifestyle changes
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AI on the Rise
The importance of humanness in hiring
Credit to source: Caroline Gleeson, Occupop
As AI becomes more ingrained in our daily lives, more people are incorporating these automated processes into their work. In fact, 37% of people have already used AI at work, and we can expect more people to start using it daily, too. Caroline Gleeson, CEO at Occupop, says: “AI is advancing rapidly, automating tasks and freeing workers from administrative burdens in the recruitment industry. But it is also essential to recognise that certain aspects of the profession require human intervention.Human professionals excel in assessing cultural fit, interpersonal dynamics, and understanding organisational values—facets that go beyond the capabilities of AI and demand the expertise, judgment and empathy that only a human professional can provide.” Where AI is useful in recruitment AI and automated processes are built to help workers achieve tasks quicker and more efficiently. Whether planning a recruitment schedule or through recruitment tracking software, technology can help businesses cut down on administration time – allowing HR professionals to spend that extra time focusing on their employees. On average, a single online job post can expect to receive 118 applications. Technology can help screen these applicants to find ones that fit specific criteria that suit the job role, saving you time from viewing these individually. Using AI during the working day can also help you write job descriptions, tailored feedback, and even personalised messages when outreaching potential recruits. But, ensuring there is a human touch in HR is essential for the role. Where human intervention is needed during recruitment Screening resumes While the initial 118 applications can be cut down by software, ensuring that everyone applying has the right level of experience for the role and that you’re screening the remaining applications is essential for your business. Choosing the right candidates for your company could mean looking at more than just their most recent work experience. Having the human touch here can help better determine who you want to reach out to and interview. Networking and relationships Automating administration processes can ensure you’ve got more time for other HR-related tasks. This can include networking and building relationships with customers, other businesses, and potential recruits. While AI can be used to help you write emails and provide feedback for interviews, you will want the human touch if you’re considering an applicant for a longer period. This person-to-person approach can be more welcoming and helpful if you plan to maintain contact with a candidate for future roles. The human touch is also useful for headhunting. If you know someone who would be the perfect fit for your business, it is best to reach out to them personally rather than through a system. Handling sensitive situations The recruitment process isn’t simply hiring someone new. Sometimes, it is handling sensitive situations which require some humanness rather than technology. This can include during layoffs, for employee wellbeing, or during a difficult negotiation. Using technology during these situations can present your company as unfeeling and difficult to work with, and it could even cause a loss in employees if sensitive situations aren’t handled with care. Whether handling the death of a colleague’s family member or long-term sickness, ensuring you’re caring for your employees means adding the human touch to these moments. AI might be used throughout our daily lives, but it cannot replace the human touch. Whether it is concern and care or needing a bit of judgment, the human touch is essential for getting the best results for your business. By balancing automated systems and a human-centric approach to HR, you can get the best results for your business and your employees.
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Dominic Fitch, Head of creative Change at Impact
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Credit to source : Impact
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Impactful Strategies to Plug the Gender Imbalance in Leadership
According to government-backed research, nearly 40% of UK FTSE 100 board positions are now held by women, which suggests that British businesses are gradually getting female employees in higher, more influential roles. While this is a promising statistic, it has also been found that 45.7% of these roles were in non-executive positions. So, it is fair to say that there is still significant work to do to plug the gender imbalance in leadership. As well as hindering the career of individual women, the gender gap in leadership positions can limit a company’s potential, too. In fact, inclusive and diverse organisations are 50% more likely to make better decisions and 36% more likely to have higher efficiency levels. With this in mind, as a business owner or HR director, what strategies can you put in place to plug the gender gap in senior executive roles? Here, Dominic Fitch, Head of Creative Change at leadership development specialist : Impact, shares some tips on how to start minimising the gender gap in higher roles. Set up strengths- and skills-based development plans One of the first steps you can take to tackle the gender imbalance in your senior board roles is to put professional, strengths-focused plans in place for emerging women employees. Generally, women are more likely to undervalue or underestimate their potentialities than men, meaning that they might find it trickier to self-promote themselves and express their true worth. So, in this respect, setting up development plans that aim at identifying and leveraging people’s capabilities is an effective way to recognise individuals’ strengths. As well as offering a platform to enhance their competencies, these plans should also include consistent, 360-degree feedback. This will help you spot your employees’ strongest assets and determine any areas for growth as future leaders. Skills- and strengths-based development plans, in turn, can also boost women’s confidence and trust in their abilities. And thanks to increased self-awareness, they might be more likely to stand out and push for the higher role they deserve. Educate senior executives about the importance of leadership diversity As a business owner, you should consider sharing with your seniors the wide range of benefits that come with having a diverse board of leaders within the company. For example, diverse leadership can help attract new talent from all backgrounds and walks of life, as candidates want to see themselves represented at the top level. This way, as an organisation, you have a better chance to find the best fit for the role. What’s more, diversity in leadership is crucial to retaining valid employees who are currently facing challenges. In some instances, female higher-ups might be able to relate better to women in their team and identify more adequate ways to improve work satisfaction and minimise turnover. So, educating your current executive leaders about the importance of (gender) diversity in leadership can benefit the company. With a more diverse and inclusive range of individuals in executive positions, you can ensure your staff is as happy as can be, which will then help drive your organisation forward. Review paternity leave policies Where possible, think about reviewing your internal paternity leave policy. As things stand, employees on paternity leave in the UK are entitled to two weeks off work, but this doesn’t prevent companies from offering the new parent a more generous policy. As well as allowing the new dad to spend more precious time with their baby, this can benefit the mother in a number of ways, both personally and professionally. In fact, it can have a positive impact on the fair advancement of women’s careers, as longer paternity leaves allow both parents to flexibly share their childcare responsibilities. More balance in childcare duties can help ease the pressure on women, meaning they can allocate more time and energy to focus on progressing in their role and climbing the company ladder. Tackle gender bias in leadership recruitment Another method to plug the gender gap in leadership and promote more higher-up opportunities for women is to actively tackle bias in the recruitment process. To do so, provide your recruitment team with ample training on the existence and dangers of unconscious bias. This should cover anything from stereotypes to the importance of diversity in the workplace. You may also want to consider standardising your job description. In what way? For instance, you could use gender-neutral language, focus on required skills and experience, and reduce references to gender-specific traits. With a few tweaks in your recruitment process, you will be able to attract a wider pool of talented candidates and encourage more women to apply for leadership roles.
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REVEALED: The top 10 jobs where women can earn more than men
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Credit to source: Wealth of Geeks
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New research has discovered the jobs where women can earn more than men, with community and civil enforcement occupations taking the top spot. The gender pay gap measures the difference in median hourly pay between men and women. Personal finance experts Wealth of Geeks analysed gender pay gap data from the Office for National Statistics to reveal the job roles where women can be higher earners than men. At the top of the list iscommunity and civil enforcement occupations. Community and civil enforcement officers ensure that drivers follow parking regulations on public streets and in car parks by issuing Fixed Penalty Notices and Penalty Charge Notices. Women in this occupation earn an average of £16.11 per hour, while men earn £3.61 less at £12.50 per hour; this is a pay gap of 28.9%. Welfare professionals are second on the list with a pay gap of 20.9%. Women in this job earn an average of £20.77 hourly, while men earn £3.59 less at £17.18 per hour. The main duties in this job role are to mentor, advocate for, and provide rehabilitation services to individuals, as well as overseeing the process of adoption. Third is biological scientists, with a pay gap of 20.6%. People in this job role study living organisms as well as their environments. Women in this field earn an average of £20.30 per hour, while the average hourly wage for men is £3.46 less at £16.84. Next on the list is hire services managers and proprietors. This job involves the general managing of a business or team; women in this role can earn an average of £2.45 per hour more than men, with an average hourly rate of £14.52, while men earn £12.07. This is a pay gap of 20.3%. The fifth job in the ranking is personal assistants and other secretaries, with a pay gap of 17.1%. This job involves providing administrative and secretarial support to individuals or teams. Women in this job earn an average of £14.37 per hour, while men earn £2.10 less at £12.27. Special needs education teaching professionals are sixth on the list with a pay gap of 16.8%. Women in this field earn an average of £24.66 per hour, while men earn £21.12. People in this job role provide support for children with emotional, behavioural, or learning difficulties, as well as physical disabilities. With a pay gap of 14.3%, veterinarians are seventh on the list. Veterinarians provide treatment for injuries and illnesses of animals; women can earn £3.14 more than men in the role with an average hourly rate of £25.09, while men earn £21.95. Eighth on the list is occupational therapy. Women in this job earn an average of £20.85 hourly, while men earn £18.42, a difference of £2.43 or 13.2%. Occupational therapists work with people who have physical, mental, or social disabilities to help them do everyday activities. Women earn an average of £2.26 more than men as social and humanities scientists, whose main responsibility is to study and analyse human behaviour. Men in this role earn an average of £18.16, while women earn 12.4% more at £20.42. Publicans and managers of licenced premises are tenth on the list, which refers to someone who owns or manages pubs or bars. The role has a pay gap of 11.4%, with women earning an average of £15.10 hourly, while men earn £13.55. Michael Dinich, a spokesperson from Wealth of Geeks, commented on the findings: “It is fascinating to see such a drastic difference in hourly pay between men and women in these roles. Many women across the UK may have been the victim of the gender pay gap for years, but it is interesting to see which job roles they are now able to earn more than men; the findings could even inspire a career change for some.” This information was provided by Wealth of Geeks, the go to place for information and advice about personal finance.
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Parties and gatherings were named as the most common place for 15-18 year olds to obtain drugs by over three quarters of more than 2,100 young people surveyed. The data, collected by drugs education charity the DSM Foundation, highlights the risks there can be to young people from a lack of understanding that drug transactions in such situations are regarded as “supply” rather than “possession” in the eyes of law, and therefore are subject to harsher penalties in the case of a criminal conviction. The legal situation surrounding drugs is just one of many topics covered by the DSM Foundation in its drugs education workshops – delivered to over 12,000 school and college students in the autumn term of 2023 – and we know from our work with young people that their understanding of the law relating to supply of drugs to your friends is often limited. The charity also ran 22 workshops for parents and caregivers, and 19 for school staff and other professionals working with young people. Students in Year 11-13 (or equivalent) are asked to complete an anonymous pre-workshop survey to help the charity plan sessions that are as relevant as possible to each cohort’s requirements and context. The survey data for the 2023 autumn term of students in Years 11 to 13 revealed outdoor areas such as parks as the second most common place young people were aware of their peers coming across drugs (54 per cent compared to 75 per cent for parties and gatherings). Next were someone’s house (44 per cent), social media (40 per cent), online (32 per cent), and school (30 per cent). Students were asked about the reasons for someone their age using drugs, with “curiosity”, “socializing” and “for fun/relaxation” the highest rated responses. However, over 58 per cent stated “feeling pressured” as one of the three main reasons they thought someone their age might use drugs, with nearly 40 per cent citing “coping with problems” and over 25 per cent “addiction” in their top three. Vaping appeared to be the most common substance in use, with over 96 per cent of respondents naming it. In response to the question “Which are the main substances people in your year group use, if they do?”, vaping was the most popular answer, followed by alcohol at 92 per cent, cannabis/weed at 71 per cent, and cigarettes at 66 per cent. The next most commonly given answer was cannabis edibles at 38 per cent, then nitrous oxide at 24 per cent, and ketamine at 19 per cent. Other drugs, including magic mushrooms, cocaine, MDMA/ecstasy, steroids, LSD and benzodiazepines, were each mentioned by fewer than 15 per cent of respondents. Vaping was also top in terms of the substances young people regarded as causing the most problems for their peers, with nearly 80 per cent citing it. Next was alcohol at 54 per cent, cannabis/weed at 38 per cent and cigarettes at 36 per cent, with all other substances at under 14 per cent. DSM Foundation Director, Founder and Dan’s mum Fiona Spargo-Mabbs OBE said: “This data, and the voice of young people the survey captures, is incredibly useful for us in planning our drug education to make sure it is current, relevant, and meets the needs and priorities of students. The survey also provides an invaluable insight into evolving trends, attitudes and behaviours, which informs all our wider work. Effective drug education needs to cover the full spectrum of the risks and potential consequences of drug use, including the risks of criminality, as well as opportunities to develop the decision-making skills to manage those often complex adolescent social dynamics safely. So-called ‘social supply’ is an all-too easy hole for them to fall into without realizing.”
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Data from over 2,000 15-18 year olds surveyed by drugs education charity the DSM Foundation shows the risks of a lack of understanding of UK drug laws
Credit to source: The Daniel Spargo-Mabbs Foundation
What’s happening with empty property relief?
The property industry were in uproar as the government debated empty property rates for businesses. The Non-Domestic Rating Bill proposed changes to ensure more transparency, yet many are still sceptical as to its ability to carry this out. More recently however, central government and local authorities appear to be focusing on the minority who abuse the empty property rates system. This is instead of ensuring that support for the majority is stabilised and simplified. The autumn statement should have provided a good platform for the government to have their say on empty property. Experts across the board however were disappointed when they were less than forthcoming. Both on camera, and in writing. According to the Department for Levelling Up, Housing & Communities, previous consultations suggest that businesses are maintaining a minimal occupation period to obtain repeated reliefs. As such, the government were reviewing how empty property reliefs should work, if not scrapped altogether. This could have a negative impact on charitable organisations, who often hold vacant properties for use such as aid distribution centres. Historically, they also have zero rates liability (as long as the properties in question are used for charitable purposes). One drawback of such reviews, is that many believe it will mean charitable organisations will lose out on empty property relief altogether. The current economic climate is discouraging investment on a local and national level Business owners and leaders are unable to invest in their own operations; with few looking to take on additional properties in this high inflation - low growth economy. Many may be eligible for reliefs – such as Retail Hospitality and Leisure (RHL), which has been extended to offer a continued 75% discount to rates payable. As business rates are usually in the top four outgoing costs for any business, this generous relief should be allowing commercial property owners and tenants the wiggle room they need to invest. In reality however, it is simply procrastination at work. Anthony Hughes, Managing Director at RVA Surveyors, was happy to weigh in. “The tricky thing here is balancing between ensuring those in actual need of reliefs have them swiftly applied, compared to the minority who are gaming the system,” Hughes said. “Because that doesn’t help anyone. Punishing the many for the actions of a few, is a ridiculous stance to take when business rates have climbed so high. And are set to rise even further for many, when April [2024] comes around.” What about empty property relief? Empty properties are eligible for business rates relief for a period of three months. This extends to six months for industrial units (as these are generally recognised as being harder to find a tenant for). After this period, a property cannot benefit from empty property relief unless the property in question is then occupied for a period of at least six weeks, before it once more becomes vacant. A Treasury spokesperson said in September: “There are no plans to abolish Empty Property Relief for anyone. While this relief provides important support to landlords with vacant properties, local authorities and previous respondents to consultations have identified it as a significant channel for avoidance activity. The government is therefore seeking views on proposals that aim to balance support for those who require it with the need to tackle abuse.” One of the latest consultations on empty property business rates focuses on proposals to reduce evasion and avoidance In Wales, they have already implemented a plan to cut down on those attempting to circumvent paying business rates. The ‘reset period’ (six weeks) required before a property can become vacant and therefore be eligible for the relief once again, has been extended to a minimum of six months. This is one of the proposals considered in the Business Rates Avoidance and Evasion Consultation. The Local Government Association (LGA) estimated that for 2017/2018, unpaid business rates cost the Treasury £250 million. This was around 1% of the projected total business rates income for that year. The most common way of doing so, was found to be repeated short term occupation of a property. Resulting alone, in an average loss of £396,000 for that tax year. This is but a drop in the ocean when business rates are expected to pull in £24.9 billion for 2023/2024. Government resources would be better prioritised streamlining the business rates system for modern needs.
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Credit to source: RVA Surveyors
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“The Veganuary Con”: food entrepreneur and allergy campaigner warns about “false” vegan products
Nutrition and food entrepreneur, CEO of leading free-from brand Creative Nature, Julianne Ponan MBE, has warned about the dangers of misleading labelling on plant-based and vegan food products. She has chosen Veganuary to raise the issue of misleading and ‘alibi’ labelling and the risks this poses for those living with serious allergies and intolerances. Julianne, who founded Creative Nature just over a decade ago, lives with severe and life-threatening food allergies and says that too many manufacturers are using “vegan” and “plant-based” to market their products, but then adding “may contain” warnings in the packaging’s small print to remove the need for responsibility for stringent controls in the manufacturing process. Julianne says this has potentially lethal consequences for people living with food allergies, who may believe they are buying “safe” products but are actually purchasing food containing the very ingredients they are unable to safely consume. “If you see a food clearly labelled as ‘vegan,' it’s entirely reasonable to assume it doesn’t contain eggs or dairy products,” says Julianne. “Unfortunately, this isn’t always the case and some of these foods do contain eggs or dairy-derived ingredients. This isn't just misleading: it’s potentially life-threatening for an increasingly large number of people in the UK.” A 2023 survey conducted by the Chartered Trading Standards Institute (CTSI) found that 76 per cent of people believe products marketed as vegan are free from ingredients derived from animals. Half of the people surveyed also believed that “plant-based” and “vegan” were interchangeable terms. The increase in people choosing a plant-based diet has been accompanied by more manufacturers creating “vegan” and “plant-based” foods and also, the CTSI says, a surge in complaints from consumers who believe they have been misled into thinking they were buying a safe product, only to suffer an allergic reaction. Julianne believes that part of the problem may be the current lack of any legal definition of “vegan,” meaning that food companies are free to market their products as such whilst still including animal-derived ingredients. She also thinks that, unlike with gluten, the medical implications of these kinds of food allergies have been forgotten or misunderstood by producers. “There’s been a huge rise in the last few years of people choosing a vegan diet for health or ethical reasons,” says Julianne. “This is great. But I think perhaps it has led some companies to think of veganism as nothing more than a lifestyle choice. You’d never find ‘may contain glass’ in the small print of any food because it’s obviously a lethal ingredient. Misleading someone who has a dairy allergy that food is safe for them to eat is no different — it’s very dangerous and potentially life-threatening.” More than two million people in the UK suffer from food allergies. Symptoms range from an itchy mouth and throat to a severe reaction known as anaphylaxis where the airway swells and then closes preventing breathing. This can develop quickly and is a life-threatening medical emergency. You can be allergic to more than one type of food and you have a slightly higher chance of developing a food allergy if you also live with other allergies, such as asthma or eczema. The Food Standards Agency says there has been a 300 per cent rise in food allergies since 2021. In 2018, the Senior Coroner for Avon in the South West, Maria Voisin, produced a report following the death of Celia Marsh, who collapsed after eating a Pret A Manger wrap labelled as vegan but was contaminated with milk protein. Ms Voisin called for a “robust system to confirm the absence of the relevant allergen” in foods marketed as vegan or plant-based and for this to be reflected in food labelling, protocols and regulations. However, there is still currently no threshold requirement for animal-derived foods in the UK or in the EU. “The fact there’s been no movement on this over the last six years is incredibly frustrating,” says Julianne. “It’s vital that people understand how vigilant they need to be when choosing these kinds of products and to know that not everything is how it at first appears. We just want people to be able to enjoy what they eat while remaining safe.” Julianne’s own challenges with severe and life-threatening food allergies led her to set up Creative Nature ten years ago. Julianne and her team will be sharing stories around misleading and alibi labelling across their social media channels throughout the rest of January. The award-winning company produces foods that are completely safe for anyone living with the top 14 allergens.
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Credit to source: Julianne Ponan, Creative Nature
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Issue 15 Paramount Media
Credit to source: Greensleeves Care
Nearly 1 in 2 adults in England (47%) increase the assistance they provide their older relatives during the colder months, with around 14% of those saying their support ‘significantly increases’, new figures released by leading not-for-profit care provider Greensleeves Care show. Help with shopping (50%), paying social visits (46%) and support with household tasks like cleaning (40%) top the list, followed by cooking and organising meals (35%), transport (32%), assisting with mobility (24%) and offering financial support (21%). The extra support comes as 62% report feeling more concerned about the welfare of their older loved one in the colder months compared to other times of the year. This season, health issues (40%), loneliness (38%), mobility (35%), keeping warm (34%) and safety (33%) are cited as the top areas of care-related worries. Worries about the wellbeing of older loved ones are having a significant impact on individuals and families, driving increases in stress and anxiety (35%), changes to routine (30%), limiting personal activities and leisure (25%) and affecting sleep (21%). Women also feel more of the emotional impact, with more women (41%) reporting increased stress and anxiety than men (28%). The figures come at a time which often marks a spike in enquiries to adult care providers like Greensleeves Care. The not-for-profit provider, which operates 27 residential, dementia and nursing care homes across England, saw a 27% increase in enquiries in the colder months in 2023 compared with the preceding period. Suzanne is the daughter of a Greensleeves Care resident. Her mum, who lives with dementia, moved into care after staying at home became increasingly difficult, particularly in the colder months. She said: “Mum’s health was a special concern during winter. We struggled to get her to attend medical and flu vaccination appointments. Healthcare professionals would ring her up and she’d cancel often as she didn’t want to leave the house, or had forgotten. We were also concerned about the house. We’ve had to deal with burst pipes and heating issues in the past. It was quite stressful. Now I don’t have to worry about any house issues, and Mum doesn’t have to worry either. And I know that she’s up to date with all her vaccinations and she’s being kept safe and warm.” Greensleeves Care’s latest campaign, Warmth of Care, offers free information and support for families worried about their older loved ones this season. It is designed to help them identify changing support needs, approach the subject of care with loved ones, and be able to make confident choices, whether now or in the future. Paul Newman, Chief Executive of Greensleeves Care, said: “These new figures show clearly that many families worry about their loved ones more in winter and often escalate their support, which can lead to them feeling stretched and overwhelmed. “We see this often through our work, and our message to families feeling concerned is that they are not alone. At Greensleeves Care our goal is to ensure that more older people can access high-quality and person-centred care. This starts by helping them and their families identify the level of support they need, have successful conversations around care, and explore their options in good time. That is what our Warmth of Care campaign is all about. “Winter is a prime opportunity to spot for changes in the care needs of our older relatives and friends. Organisations like us can help anyone feeling worried to start thinking about, and planning for, care support well before reaching crisis point.” The Warmth of Care resources and support are available at:www.greensleeves.org.uk/WarmthOfCare
Families impacted by spike in support for older loved ones in winter
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New data reveals the regions least at risk of redundancy in Great Britain in 2024. The study, conducted by personal financial experts Wealth of Geeks, examined the number of potential redundancies from HR1 forms, also known as Redundancy Notification forms, according to data from the Office for National Statistics between January and October 2023. The total number of possible redundancies was then considered per 100,000 people to determine the Great British regions with reduced vulnerability to redundancies. South West employees are the least likely to be made redundant in 2024. The region experienced 11,941 redundancies between January and October 2023, equating to 209 per 100,000 people. September 2023 was the most low-risk month, with 590 HR1 forms submitted, 50.59% below the regional average. The North West takes the silver medal. In the region, there were 16,006 potential redundancies from January to October 2023, totalling at 216 per 100,000 people. June 2023 was the best month during this timeframe, with 1,352 redundancy notifications, 15.46% less than the regional average. The South East ranks third, with 223 potential redundancies per 100,000 people. There were 20,741 HR1 forms submitted between January and October 2023; September 2023 had the lowest number of redundancies at 1,306, 37.03% less than the regional average. Wales is the fourth region with a low risk of redundancy in 2024. In the region, there were 7,516 HR1 forms submitted from January to October 2023, 242 per 100,000 people. 412 potential redundancies occurred in October, 50.66% less than the regional average. The North East is the fifth U.K. region least at risk of being made redundant in 2024. There were 6,528 potential redundancies in the region based on the number of HR1 forms submitted between January and October 2023, averaging 247 per 100,000 people. September 2023 had the least redundancy notifications at 250, 61.70% below the regional average. Michael Dinich at Wealth of Geeks has commented on the study: “In 2023, around 1.4 million people were unemployed in the U.K. One of the reasons for unemployment today may be redundancy, as employers continue to reduce expenses due to the ongoing cost of living crisis. “The study examines job security per Great British region based on the number of HR1 forms submitted according to the Office for National Statistics. As such, the South West is the least likely to experience redundancy in 2024, followed by the North West and the South East. “Moreover, the study also revealed the month people are least likely to be made redundant. September is on top in the South West, the South East and the North East, taking the majority. It will be interesting to see if this pattern will continue in 2024.”
North West is the #2 region least at risk of
in 2024
Rank
UK Area
Total number of possible redudancies
Total number of possible redudancies per 100,000 people
1
South West
11,941
209
2
16,006
216
3
South East
20,741
223
4
Wales
7,516
242
5
North East
6,528
247
6
Scotland
15,957
291
7
West Midlands
17,891
300
8
East of England
20,381
321
9
East Midlands
16,718
343
10
Yorkshire & The Humber
25,227
460
11
London
52,173
593
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Revealed: The most desirable and highest-paying second languages for employers
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New research has revealed which second language may provide the most value when securing a job in the UK, with Spanish named the most in-demand - whilst German found to be most lucrative. The study by language experts, LTL Language School, analysed 7,717 listings on Indeed which mentioned a second language in the job description. This was used to reveal the ten most in-demand languages and their earning potential, based on the average annual salary for each role. Of all the job listings analysed, Spanish was the most in-demand, with 1,576 jobs (20%) requiring a level of fluency as part of the job description. However, the language placed fifth for earning potential when compared to the other most in-demand languages. The study found that the second most desirable second language for employers is German, which appeared in the job descriptions of 1,479 (19%) of the job listings across the UK. As a global language, it makes sense why the demand for German-speaking is high among employers. Italian ranked as the third-most desired second language by employers in the UK, with the language appearing in the descriptions of 1,038 (13%) jobs on Indeed. According to the study, the fourth most sought-after second language when securing a job is French. The study found that a level of fluency in the language appeared in 847 (11%) of the job descriptions analysed. Rounding out the top five most in-demand second language by employers is Mandarin Chinese, the second-most spoken language globally - with figures showing that more than 1.1 billion people worldwide speak Mandarin either natively or as a second language. The data reflects this, as the language was required in 775 (10%) of the listings analysed. As well as analysing which languages are the most in-demand among UK employers, the language experts at LTL Language School identified the average salaries offered for each of the most sought-after second languages, to name the most lucrative. Interestingly, the highest-paying second language is German, with an average salary of £45,795 reported across the analysed job listings. This is 31% higher than the reported median UK salary across all industries and areas. The language which offers the second-highest paying employment opportunities is Portuguese. The data shows that a Portuguese speaker may take home an annual salary of £44,463. Following closely behind is Italian, which boasts an average estimated salary across the listings analysed of £44,214 – 26% higher than the median UK salary. As well as being the fourth-most desirable language, French also benefits from providing the fourth-highest paying opportunities across job listings, at an estimated average of £43,490. In addition to being named the most desired second language, Spanish was found to be the fifth-highest paying second language by UK employers - highlighting the benefits of having knowledge of the language to potential employees. The study revealed that those who speak the language can earn an average of £42,263 annually. CEO and co-founder of LTL Language School Andreas Laimbock commented on the findings: “It’s interesting to see which second languages prove most attractive to employers and which carry the most weight in various industries in the UK. It’s unsurprising that some languages carry a high earning potential as the demand for multilingualism continues to grow globally. “It’s evident that anyone seeking new career opportunities and greater prospects would benefit from learning a new language. The ability to communicate effectively with people from around the world increases networking opportunities and allows for market expansion, which is invaluable for employers who have this at the forefront of their business plan as they look to expand their teams. “On a more personal level, research also suggests that people who speak more than one language develop stronger problem-solving skills, an increased ability to concentrate, and can even delay cognitive decline in older age. Therefore, learning a second language can benefit not only your chances of gaining employment but also your lifelong wellbeing.”
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Credit to source: LTL Language School
The top 5 most desirable second languages in employment
Spanish
German
Italian
French
Mandarin Chinese
The top 5 highest-paying second languages in employment
Portuguese
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The cross border trends you need to embrace to bullet proof your international expansion strategy
When you’re preparing for your international expansion, it’s important to consider current cross-border ecommerce trends. They’re the backbone of global ecommerce and a driver for success. As ecommerce evolves, so does the way companies conduct themselves. In order to be seen in a new market, you need to be exceptional and offer something unique to customers that is relevant to their needs. These are the latest cross-border trends that are driving global ecommerce forwards and that you need to embrace today. Capitalising on the global shopping events Consumers have always been interested in searching for and finding the best deals online, whether it’s through an email marketing sale or website coupons. With inflation and the rising cost of living, demand is even higher, but so is the accessibility to such offers. Global shopping events, such as Black Friday, have made searching for deals easy, fast, and reliable. Consumers from all over the world are anticipating these festivals of good deals way in advance, preparing to splurge on big and small purchases. For merchants, these events are a profitable opportunity to introduce their brand and goods to foreign markets and make incredible sales. In the U.S. and some parts of Europe, Amazon Prime Day is one of the biggest online shopping events of the year. With a wide variety of categories, brands, and markets, Amazon Prime Day is a secure way for merchants to attract new customers and generate revenue. In 2021, Amazon’s 48-hour Prime Day generated online sales totalling US$11 billion. Another global phenomenon that excites consumers and merchants alike is Black Friday and Cyber Monday. 2021 marked a year of grandiose sales for the whole world thanks to those events. Online purchases in Germany and Spain during Black Friday reached four times higher than an average day. In Brazil, ecommerce revenue increased by 5% during Black Friday compared to the year before. The Asian market is capitalising on Double 11 – the leading online shopping event. In 2021, the Chinese ecommerce giants Alibaba and JD.com generated sales totalling US$139 billion during the event. Convenient shopping with mcommerce As consumers are looking for a convenient online shopping experience, they’re embracing the ease, speed, and accessibility that mobile phones provide. This has given rise to mobile commerce, or mcommerce. Technological advancements, such as branded shopping apps, 5G wireless, and social shopping are making mcommerce even more appealing. Smartphone retail mcommerce sales reached $221.2 billion n 2021 and are projected to hit $418.9 billion by 2024. During the Black Friday and Cyber Monday shopping event in 2021, 71% of purchases were made via mobile phones and only 29% on desktops globally. This has enabled an even faster and more accessible shopping experience and opens the opportunity for merchants to reach and convert a wider audience. The rise of social commerce Another trend that offers a convenient shopping experience is social commerce. Through social media platforms such as Facebook and Instagram, merchants can advertise their products and services, and customers can make instant purchases without having to leave the app. In the U.S., the revenue from social commerce is projected to reach almost $80 billion by 2025. The wide use of social media apps makes it almost inevitable that brands will streamline purchases. As 49% of brands are investing in social commerce content in 2022, the competition is set to become fiercer. We’re expecting to see more branded shopping apps, more social commerce content on TikTok and Instagram, and more SMS and Facebook Messenger marketing campaigns, so consider selling on one of these platforms. If you’re looking to expand into China, then social commerce will likely play a key role in your cross-border strategy. Nearly half of China’s consumers shop on social media, and in 2021, $351 billion in sales were made via social ecommerce in this market. Ecommerce livestream, in particular, is currently trending in China. In 2020, 10% of China’s ecommerce revenue was attributed to livestream ecommerce with 824.5 million buyers. It’s expected that over 45% of Chinese digital shoppers aged 14 and over will be shopping via livestream by the end of 2023. Livestreams are like virtual shopping events, where customers can see products in real time and get their questions answered. Integrating livestreams into ecommerce websites and on social-networking apps is easy, which makes them widely popular and a great way for merchants to increase their revenue. Buy now, pay later (BNPL) encourages more sales Buy Now, Pay Later (BNPL) is becoming increasingly popular in the ecommerce world. This short-term financing arrangement allows customers to make a purchase and pay it off in instalments, usually interest-free. According to JP Morgan, the rise of BNPL, alongside cross-border ecommerce and mcommerce, is a result of consumers’ "willingness to adopt new shopping and payment methods”. 30% of the Australian population, for example, has a BNPL account, and the younger generation is joining the move too. One of the biggest BNPL companies, Klarna, almost doubled its gross merchandise volume (GMV) between January and March 2021 in comparison with the year before. Downloads of the platform experienced a 125% increase in April 2021, while users doubled to 17 million. As a business sets out to expand internationally, it’s worth considering adding BNPL as a payment option to encourage more purchases. Also, research trending payment methods in the market you’re expanding into and add those to your website. Jumping into the metaverse Advancements in technology and the implementation of the internet of things and AI is enabling borderless ecommerce even more. The metaverse, for example, which is a 3D virtual world, is taking the customer experience to a whole new level. Many online retailers now feature a virtual store, where customers can experience the products in a 3D world. Beauty brand Charlotte Tilbury, for example, offers a virtual Pillow Talk Party where customers can view 3D products, watch tutorials to unlock gifts, and engage in live commerce with friends. In a similar fashion, Nike and Gucci have fashion shows featured in the multiplayer game Roblox. Non-fungible tokens (NFTs) are also becoming an essential part of the ecommerce world. Clothing brand The Hundreds, for example, has given 25,000 NFT tokens to customers, which they can use for merch drops and many other benefits. NFTs are helping to build a community of customers and fans and increase loyalty and brand value. Embracing technology is key for making your business stand out in your home and foreign markets. Geographic borders can be overcome, and you can engage your customers with your brand in an immersive and innovative way. Tapping into the latest cross-border ecommerce trends is a great way for merchants to reach new customers and markets and increase their revenue. It’s clear that the digital revolution is driving global ecommerce forwards, and this is the time to step up your game.
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Customer service is essential to any business, as it determines customer behaviour and loyalty. In fact, data shows that94% of customersstated that a positive experience would make them more likely to purchase from a business again. As such, keeping on top of trends and customer demands is necessary for providing the best experience possible. Janine Hunt, Client Partnership Director at Kura, says: “Great customer service isn’t simply about providing the same experience continuously. It means adapting your approach to benefit each customer and ensuring that you’re keeping on top of trends, so your competitors aren’t getting an added edge. As technology and customer demands shift, it is vital that your business is adapting its approach to provide modern, updated, and friendly customer solutions that work for both your business and your customer base.” AI This year has seen a boom in the AI world, with the likes of ChatGPT taking over. As more people become aware of AI and its uses, it is likely customers will expect businesses to implement this technology as part of the customer experience. In fact,80% of customersare expecting AI and chatbots to improve customer services. Some of the benefits that customers are expecting and hoping to receive include faster resolution times, better intent understanding, and tailored promotions and offers. Janine says: “As AI makes its way into everyone’s customer service experience, it is important to understand where such technologies can be beneficial and where it is essential to use your own expertise and knowledge to provide the best experience. Quicker responses and one-call resolutions can save your customers time and frustration, but technology can only be part of the solution. For more complex customer support, a human advisor will be needed to resolve the issue and provide additional care and support.” The human touch According to data, one of the top reasons that people contact customer service throughout 2023 was toreport an issuewith their product or services. During these moments, having human customer service advisors on hand to handle problems, sensitive topics, and de-escalate customer complaints is essential for a business’s success. Janine predicts: “We can expect to see the human touch remain just as important if not more so, heading into 2024. As more companies explore the benefits of AI as a quicker solution, offering your customers human interaction will remain part of offering the best customer experience. “Empathy has always, and will remain, a vital part of customer service as we head into the New Year. While technology is useful for the running of your customer service experience, it is the human touch which makes a difference for your customers. Connecting and finding unique resolutions that work for your customers can make the difference between loyalty and loss.” If your business doesn’t have the resources to meet demands during ramp periods, thencustomer service outsourcingcould be the right option for you. Instead of overloading your workforce with additional tasks and communications, outsourcing customer service can provide your customers with clear, consistent messaging and quick response times to ensure the best experience is delivered – no matter the time of year. This is also a great option for businesses that don’t have the right resources in-house – including expertise in people, equipment, or workspace. Data-driven insights As technology continues to develop, data-driven insights are expected to improve in 2024. In fact,74% of customers worldwideexpect better personalisation from the data they provide.As such, using your data effectively is crucial for not only understanding your audience better but also providing a better-quality service. Janine recommends: “Having the right software in place will be a must in 2024. As your customers expect more tailored communications, you will need to analyse the data you have been provided to offer increasingly bespoke responses. Whether you’re promoting to the right audiences at the right time or avoiding debt and repayment problems through risk assessment, big data is going to become more crucial in the coming year. “Data-driven insights aren’t only useful for personalising and targeting your audience, but they can also help your business better create informed decisions moving forward. Whether you’re planning a new service line or looking to better a product, the data and insight that your customer service team, alongside the developments and analysis technology, can provide might be making a way into your business in 2024.” Social media As more brands transition to being online, ensuring you have the right customer service in your DMs is essential for the great overall experience your customers deserve. In fact, brands are usingsocial media platformsto effectively target and communicate with their audiences better, with Facebook, Instagram, WhatsApp, and LinkedIn being the top three platforms. “There is no denying that social media is a quick and convenient way for both businesses and customers to connect. Whether it is marketing a new product, getting customer feedback, or simply responding to messages, making sure your company has a trusted customer service team online is vital. “Your customers are online, so being able to offer an omnichannel strategy is essential for the ease of communication for your customers. They should be able to reach your brand in a way that is easiest and most convenient for them to provide the best experience possible. This means ensuring that your customers get a smooth transition from social media platforms to email communication and SMS, and across all other forms of brand and company communication,” says Janine. Agility Janine advises: “As with the past few years, customer service is constantly evolving, and your business needs to be changing with it. Whether it is a change in customer demands or a new technology which could provide your company with new insight, being able to adapt and change is crucial for the best customer experience. “So, we can expect to see businesses that are flexible in their strategies to thrive in 2024. Being able to grow and adapt to new needs and demands is something we’ve experienced in 2023, and it isn’t going to slow in 2024.” One way to ensure that you're in a position to adapt is by outsourcing your customer service activities. By choosing a trusted provider who understands the market and your industry in-depth, you’ll be able to scale as needed when the demand comes. Technology is a driving force for customer service as we head into 2024, with customers becoming more aware of what is and could be available to them. To help maintain a competitive edge, you need to get the balance between technology-assisted and the human touch right.
Credit to source: Janine Hunt, Kura
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Mental health charity PTSD Resolution and ASIS UK have announced a partnership for 2024 to highlight the mental health issues experienced by many security professionals across the UK. ASIS UK, the UK chapter of the world’s largest association for security management professionals, has appointed PTSD Resolution as its charity of the year for 2024. This collaboration will see the two organisations work together to raise awareness of the disturbingly high rates of anxiety, depression and suicidal tendencies among UK security staff. According to a 2020 study by the University of Portsmouth - the largest survey on this topic to date - 40% of the 750 UK security officers surveyed exhibited symptoms aligned to post-traumatic stress disorder (PTSD). Over 64% reported experiencing verbal abuse at least once a month, while 46% had been subjected to physical attacks, beatings or muggings during their careers. PTSD Resolution was founded in 2009 to provide free mental health support for armed forces’ veterans, reservists and their families. The charity is accredited by the Royal College of Psychiatrists to the Quality Network for Veterans Mental Health Services (QNVMHS). It has had over 4,000 referrals to date and delivers therapy in an average of seven sessions, where the client and therapist agree that no further therapy is required. Patrick Rea, campaign director of PTSD Resolution, says: “As a charity, we are increasingly engaged with the security industry because of the number of veterans that take up a career in the sector. There can sometimes be residual mental health issues from trauma experienced during military service, or new problems in current security roles, which is where we can help.” Following a successful partnership with ASIS UK since 2021, the charity will develop awareness and provide training for employers, line managers and other personnel, helping them to identify and respond to mental health issues and make therapy available to ASIS UK’s 800-plus members. Letitia Emeana, Chairwoman of ASIS UK’s Board of Directors, said: “The expertise offered by PTSD Resolution will provide great value to our members. Through this partnership, we hope to not only directly support those in need, but also drive a culture shift - both across the security sector and more widely - encouraging staff at all levels to be more open about their mental health without fear of stigma.” Both partners emphasised that while security roles come with inevitable stresses, a high incidence of PTSD and trauma-related issues should never be an accepted norm. This partnership signifies a zero-tolerance approach to the lack of mental health provision, aiming to build psychologically safer, supportive and resilient security teams across the country.
Security Industry Partnership to Support Mental Health in 2024
Credit to source: PTSD Resolution
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