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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 24 June 2025

2025 Awards Case Study: Making power of attorney simpler for everyone

Emma Robinson isn’t someone who waits for problems to fix themselves. She sees something that isn’t working, and she gets stuck in to make it better. Working in customer service at TSB, she knew the Power of Attorney process wasn’t just frustrating— it was causing real problems for customers and colleagues alike. The process was slow, confusing, and led to too many rejections. Customers were left waiting, and branch staff were dealing with a growing number of complaints. Instead of accepting it as just the way things were, Emma set out to change it.