Contact Centre Homeworking – Webinars Series

Last year’s Covid driven mass move to homeworking has been well publicised, with many contact centre workers and their employers having experienced both the benefits and pitfalls of working from home. This urgent and necessary rapid drive to homeworking has meant that many organisations were forced into cutting corners, especially in relation to payment security, data compliance and working standards. Although the crisis is still very much upon us, many businesses are now starting to evaluate the long-term benefits of homeworking and the impact it may have on their staff, service delivery and bottom line.

In this webinar series, we are asking leading contact centre experts in the fields of payment security, data compliance, productivity, wellbeing and technology…the question…how do businesses create a sustainable, secure and productive home based contact centre service?

Coffee Table Conversations – Webinar 2

Homeworking health & safety considerations and legal risks

Outsourcers: 12:00-12:45, 12 March 2021
Clients and other companies: 13:00-13:45, 12 March 2021

Traditionally, when we have considered health and safety in the workplace and working conditions it has been in relation to the office environment. The mass move to homeworking has turned this on its head, with employers opening their businesses to new legislative risk and health & safety regulations.

In this webinar, leading legal and health & safety experts will give an overview of what is required and have an open discussion into the pitfalls and how to them avoid them to reduce risk. It will include an audience Q & A, where you will get the opportunity to ask the panellists questions.

Expert panel

Sam Ellerton - Lockton crop

Samuel Ellerton

Regional Claims Leader –
Senior Vice President,
Lockton Companies LLP

Sam is a highly experienced complex and major loss personal injury and property damage lawyer with extensive cross-class experience. He is a qualified solicitor and non-practicing barrister and has experience of working in a broking capacity, in private practice and in-house within risk and claims management functions.

Alexandra Farmer - Ellis Whittam

Alexandra Farmer

Head of Team & Solicitor,
Ellis Whittam

Alexandra is a qualified solicitor and employment law expert. Prior to joining Ellis Whittam in 2013, she worked as head of employment law for a legal practice – gaining a wealth of experience supporting clients over a range of sectors including retail, beauty, pharmaceutical and charities. She heads up the Partnerships team at Ellis Whittam and her team support over 30,000 employers across 14 partnerships with employment law and HR issues.

Steve Sullivan, Contact Centre Panel

Steve Sullivan

Head of Regulatory Compliance,
Contact Centre Panel

Steve is an expert in regulatory compliance and has delivered operational change projects for many well know global brands. He has an in-depth understanding of the regulatory requirements on sales, marketing and customer service. Steve is Vice-Chair for the UK Data & Marketing Association’s Contact Centre Council and lectures on data privacy for the Institute of Data & Marketing.

Julie Goddard, Humanex Resilience

Julie Goddard

Business Continuity Specialist,
Humanex Resilience

Julie is a business continuity expert with over 15 years experience. She is a professional member of the Business Continuity Institute (FBCI). Julie has also operated within a multi-agency response environment, including arranging counter-terrorism training and trauma training for hundreds of staff and management. She is currently an ‘industry Sector Leader’ on the ‘Cross-Sector Safety and Security Communications’ (CSSC) hub, which is a NaCTSO initiative with the objective of facilitating partnership working between private sector and public sector and security bodies

Charles Spencer - Ellis Whittam

Charles Spencer

Principal Health & Safety Consultant,
Ellis Whittam

Charles is a health & safety specialist with over 12 years experience working across multiple sectors and covering all aspects of health & safety. Although he has expertise in all spaces, he specialises in food safety, leisure, hospitality and retail providing best in class advice and recommendations to some of the UK’s largest organisations. Charles is also a Chartered Institute of Environmental Health representative for the BSI committee for Occupational Health and Safety Management Systems (HS1).

Topics for discussion

  • Key legislative risks
    • Overview of health & safety regulations and associated legislative risk
    • Contractual obligations and considerations of changing to homeworking or hybrid working
    • ​Identifying areas your business may be at risk
  • Reducing your risk exposure
    • ​Protecting your workforce within the homeworking environment
    • The do’s and don’ts
  • HR implications
    • Options for dealing with employees refusing to return to work for health & safety reasons
    • Contractual amendments required for long-term homeworking or hybrid working
    • Best process to bring about changes to terms and conditions of employment
Outsourcer - Register
Clients and other companies: