SIG – Diversity, Equity, Inclusion & Belonging: May 2025

This interactive roundtable discussion will explore how organisations within the contact centre community are prioritising social mobility within their Diversity, Equity, Inclusion, and Belonging (DEIB) strategies. This session offers a platform for members to share ideas, insights, and best practices on how to foster social mobility in the workplace.

Key Discussion Areas:

• Attraction and Recruitment: How can organisations attract diverse talent from all socio-economic backgrounds? What recruitment strategies and partnerships can be implemented to improve access and opportunity for underrepresented groups?

• Adaptive Learning and Development Approaches: What learning and development programs have been put in place to ensure that all employees, regardless of background, can grow and thrive in the organisation? How can these programs be adapted to support diverse needs and learning styles?

• Benefits, Employee Groups, and EAP: How can your organisation’s benefits and employee assistance programs (EAP) be tailored to support employees’ unique circumstances? What employee groups are in place to advocate for those from different socio-economic backgrounds?

• Engaged Working Environments: What does an inclusive and engaged work environment look like? How can organisations ensure that employees from all walks of life feel valued, supported, and able to succeed?

• Career Pathways: What steps are being taken to create clear and equitable career progression pathways for employees from all backgrounds? How can organisations actively ensure opportunities for upward mobility?

Let’s come together to share experiences, ideas, and insights on how we can drive meaningful social mobility in the contact centre industry.

Admiral proudly took home the Silver award for their approach to DEIB at the 2024 UK National Contact Centre Awards, marking a significant milestone in their ongoing commitment to creating an inclusive and supportive workplace.

Through their clear and strategic approach, Admiral’s efforts span multiple facets of inclusion, all aimed at fostering a welcoming environment for individuals of all backgrounds and abilities.

John, Diversity and Inclusion Lead at Admiral, will highlight key initiatives such as the introduction of family-friendly policies, and the establishment of active working groups focused on gender, ethnicity and culture, social mobility, ty rainbow LGBTQ+, age, and disability—including neurodiversity. These working groups have provided a platform for colleagues to engage, collaborate, and drive meaningful change in the workplace.

In addition, John will share how Admiral has expanded its DEIB initiatives beyond the internal environment. Their approach to extending their efforts externally showcases their dedication to making a positive impact in the wider community and setting a standard for the industry.

Admiral serves as an inspiration to others striving to create diverse, equitable, and inclusive workplaces where all individuals can thrive.