At Loop (part of Yorkshire Water) the role of the Development Centre team has been pivotal in a transformation of recruitment and induction, from formal training to daily interactions, as part of the wider Learn-Grow-Transform programme. Where once team leaders were focussed on managing leavers and new starters, now a new approach to coaching is being pioneered, starting with critical areas like the complaints team. With COVID, much of this is now delivered virtually, some of which will be part of the new learning model going forwards.