SWIFT Group
From initial resilience training to an ongoing partnership in leadership and organisational development.
WELLBEING
DEVELOPMENT
PSYCHOLOGICAL SAFETY
Group
SWIFT Group is a provider of specialist mortgages and secured loans, focused on delivering a high-quality service to its customers.
Supporting people through
emotionally demanding work.
SWIFT’s Servicing team works directly with customers, including people experiencing vulnerability, financial pressure and difficult personal circumstances. These conversations require empathy and professionalism, while placing real emotional demands on the people having them every day.
SWIFT wanted to strengthen resilience across the team, helping people manage pressure, regulate stress and recover effectively while maintaining the care and quality they bring to their work.
Building resilience
without losing the
human connection.
The challenge was to help people manage the emotional demands of customer-facing work without becoming disconnected from the empathy and care the role requires. Alongside individual resilience, there was an opportunity to strengthen how leaders support their teams, respond to pressure and create a healthier culture around performance and wellbeing.
under pressure
for managing stress
confidence and capability
of working over time
Practical development,
grounded in real work.
We designed the work to be highly experiential, giving people space to explore resilience, leadership and team dynamics through the realities of their own working environment. Rather than relying on theory alone, sessions combined psychological insight, practical frameworks, discussion and shared problem-solving.
The work evolved in response to what Swift needed.
What began with resilience training developed into
leadership and team development, before growing into an ongoing
partnership supporting resilience across the organisation.
From a single programme
to an ongoing partnership.
Our work with Swift has developed organically over time. What began with resilience training for frontline teams led to an invitation to support leadership development, before expanding again into an ongoing programme of resilience and development.
Building practical resilience
The relationship began with resilience training, helping customer-facing teams understand pressure, manage stress and develop practical strategies they could use in their everyday work.
Extending the work to leaders
Following the initial work, we were invited to support leadership development, creating experiential sessions around leadership, team dynamics, communication and how managers support people through pressure and change.
Growing into a wider partnership
The relationship has now developed into an ongoing partnership, continuing the resilience work while creating opportunities to support wider team and organisational development over time.
Learning that translated
into everyday practice.
Feedback across the resilience and leadership work showed consistently strong engagement, practical value and increased confidence. Participants reported taking ideas back into everyday conversations, team relationships and the way they respond to pressure.
POSITIVE USEFULNESS
Initial resilience participants
rated the session 4 or 5 out of 5
PRACTICAL APPLICATION
Reported learning something
they could apply in their work
GREATER CONFIDENCE
Managers felt more prepared
for wellbeing conversations
STRONGER CONNECTION
Felt able to discuss challenges
and support one another
Findings drawn from post-session participant surveys across Swift's resilience and leadership development work.
From individual programmes
to ongoing development.
The relationship with Swift has now developed into an ongoing resilience and development partnership. Building on the frontline and leadership work, the next phase creates regular opportunities for reflection, practical skill development and team connection, helping resilience become something that is continually strengthened rather than addressed through one-off interventions.
The sessions have been great and very fun. Pleasure to be a part of the course and happy to develop my knowledge.