Governance & regulatory information Board leadership and company purpose continued Can you remember your What do you get from being very first NCV meeting? a NCV rep? The Board members gave In addition to getting a personal a very short introduction insight into the way Dunelm is about how they hoped the NCV could being run, I meet people from other evolve and then said, ‘Over to you’. store regions and different parts of And that’s been my experience at our the business – IT, distribution, and meetings eversince – Nick, Marion, customer services for example – and Amanda really encourage us do the guest speakers such as our charity talking and want to listen to and learn partners and the Retail Trust. We have from us. At each meeting we discuss a the opportunity to learn from each particular topic (often picked up from other and be more appreciative of previous meetings)and we are asked issues and concerns that sometimes our thoughts on what the business is impact us – it stops us being stuck in getting right, doing wrong and how it our own little bubbles. It also makes can improve. Some of us were a little you realise we are one big family. At hesitant to speak out at first but we our store we had some tough times learned that our input is genuinely during the pandemic and received so valued. We know we can, and should, many supportive messages from reps Peter Rees voice our opinions freely. in other regions – we really look out Sales team leader, for each other. Dunelm Bridgend, Wales What have you helped change? What things haven’t changed? And what do the Board members National As a group, we’ve helped introduce get from you? a few new things that – on the surface They get straight talk from colleagues Colleague Voice may sound small – but mean a lot to who love their jobs and want the colleagues. For example, the NCV business to succeed, and an extra and (NCV) from a was instrumental in bringing aboutpaid days off for birthdays, movingimportant channel of communication.nd us’ – we areThere is no ‘them a representative’s days and ‘first day at school’ days and able to discuss ideas together in an we are currently working to upgrade open atmosphere, which leads to point of view store uniforms. Recently, we had aninteresting and open debate aboutbetter communication, relationshipsand business. The NCV is in a really working extended hours on Saturdays, good place, and I feel honoured to Peter joined Dunelm in 2012 in which is not popular with everyone be part of it and do my bit to improve the delivery team and got his – the Board listened to us and later working practices for our colleagues first in-store job in the made to rationalised the business case for across the business. measure department. He is a keeping it as is. This makes it far easier skilled theatrical costume designer for us, as reps, to explain the bigger TOPICS DISCUSSED IN FY21 and was snapped up quickly, picture to colleagues back at base. PAGE 111 knowing that he would be able to confidently sell blinds and curtains, What happened to NCV meetings and has been in his current role during the pandemic? for around five years. In parallel, They moved online,became more he has experienced all aspects of frequent and definitely improved. We Dunelm’s colleague voice body – get answers back far more quickly as a store rep, regional rep for the and the new format is working really South Wales area and now as one Q&Awell. We’ve also set up WhatsApp of the 14 representatives at the groups to collect questions and share National Colleague Voice information. However, we miss face- (NCV) level. to-face interaction and I think it would travel again, and get-together. 112 DUNELM GROUP PLC ANNUAL REPORT & ACCOUNTS 2021