An Interview with Hannah Taylor, Senior HR Officer
At Fleetondemand, we believe that world-class customer service starts with looking after our people. When employees feel valued, supported, and empowered, they naturally deliver exceptional experiences to our customers.
We recently achieved an NPS score of 75, which puts us in the world-class category for customer loyalty (70+ is the benchmark). Alongside this, our employee satisfaction survey revealed strong engagement across the business, with colleagues highlighting the quality of relationships with their managers, feeling respected and valued, and having the freedom to work flexibly. These results prove that investing in our team pays dividends in the service we provide.
To understand how we've built this culture, we sat down with Hannah Taylor, our Senior HR Officer, who has been instrumental in creating an environment where both our people and our customers thrive.
You've been with FOD for a while now in your Senior HR Officer role. What do you love most about working here and supporting our people?
I love how rewarding my role is. I really enjoy helping people succeed in their jobs, and it's amazing to see people I've recruited and onboarded still here years later, some who have really developed into their role or progressed into new positions. I also really enjoy the fact I get to work with every team across the business.
Our recent employee satisfaction survey revealed strong engagement across the business. What do you think makes FOD such a positive place to work?
We've created a strong culture both in the office and for people who work from home. Whether someone comes in once or twice a week or once a month, people genuinely enjoy working with one another.
What really stands out to me is how friendly and supportive everyone is across the organisation. We have built a culture on great values, we have a great modern office, and strong working relationships across the business.
One thing that particularly impressed me in the survey results was the quality of relationships people have with their managers across the business. This shows not only that we've promoted the right people into leadership roles, but also that employees are truly engaged in their day-to-day work.
The more engaged people are, the happier they are at work and the more productive they become, which ultimately benefits our customers. Happy employees deliver better service, and that's something you can really feel here.
Day-to-day, what does life look like for you in People & Culture, and how does your role connect to the amazing customer service we're known for?
There's incredible variety in my role week to week, which is why I love it. This week, for example, has been entirely focused on hiring. We have a vehicle rental executive position advertised, and I've spent the majority of my week on recruitment.
Our process typically involves me and the hiring manager, then candidates meet with a member of the exec team in the office, which allows them to meet the team and get an idea of our working environment.
Next week might be completely different. I could be updating policies, researching employee training programmes, inducting new team members, or working on health and safety risk assessments. The variety keeps things exciting.
I view my role as ensuring people feel respected, safe, happy, and engaged at work, which ultimately drives them to deliver exceptional experiences for our customers.
We also place a strong emphasis on mental health support. I'm a mental health first aider, so I can provide emotional support to colleagues who've experienced stressful situations. All these efforts combine to help colleagues feel supported in delivering great service to our customers.
Some of our favourite survey comments mentioned things like strong relationships with managers, feeling respected, and having the freedom to work flexibly. How do you see those elements play out across the business?
It was fantastic to hear people specifically mention valuing these aspects of working here. These comments really validate the culture we've been building and show that our efforts to create a supportive, flexible environment are genuinely appreciated by the team.
You've built strong, supportive relationships with colleagues. How do you think creating that kind of positive environment for employees flows through to the way we deliver service to customers?
While this might be better answered by other colleagues, I can definitely see how people across the business value collaboration and have built strong working relationships over the years.
Whether someone is working on the technology that makes our GT Suite platform exceptional or speaking directly with customers on the phone, everyone feels their work has a direct impact on the customer experience.
Even for me personally, I never thought I'd work in tech, and I'm so glad I made the switch. It felt daunting initially because of all the terminology, but I have learnt so much about how software development works and what our platform does.
People here are incredibly generous with their knowledge too. If you have questions, colleagues are more than happy to sit down and explain what something does or means.
Regardless of where you work in the organisation, we all understand that our work impacts the customer experience, and we're all aiming to create the best possible experience for them. Happy colleagues truly do make for happy customers.
"Our average length of service is 6 years and some of our team have been with us since the business was founded over 14 years ago."
Why do you think people choose to stay here for so long?
People feel comfortable at work and genuinely valued. Many colleagues who've been here for this length of time have progressed through the business and are now in leadership roles, which is wonderful to see.
I believe it's better to retain colleagues who have deep knowledge of our platform and operations rather than dealing with the issues that come with high turnover. We value our people, so they choose to stay, and our platform continues to operate at its best.
According to CIPD research, the most common length of service in the UK is 2 to 5 years. We value our people, so they choose to stay with us long-term. Some of our team have been with us since the business was founded over 14 years ago.
What inspired you to pursue a career in People & Culture, and what's been the highlight of your time at FOD so far?
I became interested in HR while studying Business at A Level, and I undertook a work placement in a large company's HR department. Seeing how recruitment, onboarding, training, and other HR functions worked together showed me how varied and impactful the role could be. This led me to complete an HR degree and begin my career in the field.
At FOD, the highlight has been the support for my professional development. I was able to complete my CIPD Level 7 in May, which has been a massive milestone for me. I'm very fortunate that my manager, Matt Heald, has supported my growth since I joined three and a half years ago.
What are some of the exciting initiatives you're working on right now to keep building a workplace where people feel happy, supported, and set up to thrive?
I recently introduced employee engagement surveys, with our first one six months ago and the next planned for November. I've been using the feedback to make improvements, ensuring that colleagues feel heard and see real action from their input.
I'm also rolling out twice-yearly volunteering days, giving the team the chance to work together on community projects. Our recent tree maintenance day with YORGreenCIC was really rewarding.
On top of that, we are organising more company-wide days where teams come together to share updates on key projects followed by a social activity. These days not only improve communication but also strengthen connection and collaboration across the business.
When you're not supporting the team, how do you like to spend your time?
I'm quite active and enjoy keeping fit through the gym, Pilates, and trying out different fitness classes. I also love getting outdoors for a good hike whenever I can. Away from fitness, I'm a big fan of pub quizzes—I go to one every week! I'm very close with my family and friends, and as a foodie, I really enjoy exploring new places to eat.
FOD recently achieved an NPS score of 75, which puts us in the world-class category for customer loyalty (70+ is the benchmark). What does that kind of feedback mean to you personally, and how does it motivate the People & Culture function going forward?
I felt incredibly proud when I heard we achieved an NPS score of 75. It's a fantastic recognition of the hard work and commitment everyone puts into delivering an excellent customer experience. To achieve world-class customer loyalty alongside strong employee satisfaction just shows we're doing something right.
It motivates me to keep focusing on engagement and development and to keep building the great culture we've established here at FOD!
The Connection is Clear
Hannah's insights reveal a fundamental truth: exceptional customer service doesn't happen by accident. It's the natural outcome of creating a workplace where people feel valued, supported, and empowered to do their best work.
When employees average 6 years of service (nearly double the UK norm) they develop a deep knowledge of our platform and strong relationships with our customers. When our employee satisfaction scores demonstrate strong engagement across the business, that positivity resonates in every customer interaction.
And when our people know they're backed by a culture that prioritises their wellbeing and professional growth, they're motivated to go the extra mile for our customers.
