CASE STUDY
Empowering Performance & Growth,
a 6-month coaching engagement at Ingeus.
During this, ongoing, 6-month engagement, I partnered with Ingeus to deliver a behavioural-science-informed coaching programme designed to strengthen both individual and team performance. The work brought together coaching, training, and structured onboarding to close capability gaps, enhance resilience, elevate the performance culture, and support new starters in building early confidence and momentum.
Context
Organisation: Ingeus UK - Restart Employability Programme
My Role: Performance Coach
Duration: Jul-Dec 2025
Target Audience: 40 Employment Advisors at Barnet site.
Outcomes & Impact
The coaching engagement delivered meaningful improvements at an individual level and site level.
At Individual Level
49 to 89% Shift in Confidence for New Starters.
98% Effectiveness at creating Trust and Safety
98% Effectiveness at delivering clear, fair, compassionate and impactful Feedback.
97% Effectiveness at impacting Performance
97% Overall Satisfaccion level
100% Would definitively Recommend my coaching support.
At Site Level
Increase in 2 foundational corporate targets achieved:
45% Increase in Jobs Found for programme participants.
29% Increase in First Payments, obtained after completion of the 1st period at work, demonstrating stronger in-work support for programme participants
The impact In detail - [wip]
The visual here brings together performance data and feedback collected at Ingeus, offering a detailed breakdown of both measurable and perceived impact.
Site Performance — METRICS
The upper section presents the site's monthly % of targets achieved for "Jobs Found" (jobs found by Emplyment Advisors and for programme participants) and "First Payment" (first payment received by a programme participant receiving in-work support) from July to October and calculated from internal corporate reporting. These metrics are the first metrics expected to be impacted by an increase in performance, and reflect measurable changes during the coaching period.
Numbers below circles are the exact percentage of target achieved (actuals/target*100); circles are colour coded following the Colour Key.
New Starters & Existing Advisors — SURVEYS
The results shown for new starters (supported July–October) and existing Employment Advisors (supported July–November - work in progress) come from anonymous post-coaching surveys. Advisors rated their experience across 4 key areas:
-Trust & Safety (approachability, support, tailoring, psychological safety)
-Feedback Quality (clarity, compassion, fairness, effectiveness)
-Impact (confidence before/after coaching, performance shift)
-Coaching Value (overall satisfaction, likelihood to recommend).
Each colour-coded circle represents the percentage of satisfaction for each category. Exact % numbers are found below circles.
Starting Point Challenges
11 new starters needing structured support to avoid overwhelm and ensure they could ramp up confidently in a high-pressure environment.
Site-wide capability gaps that were creating inconsistent client delivery, uneven quality, and variable performance across teams.
Overall site performance below desired levels with advisors struggling to meet targets consistently.
A lack of clear accountability and performance habits leading to mixed behaviours, low ownership, and limited cohesion across teams.
My Approach
Foundations for Effective Coaching
Cultivating trust and psychological safety through genuine care, transparency, and consistent support.
Building productive relationships with Team Leaders and Business Managers to understand needs, define goals, and collaborate effectively.
Insight & Alignment
Conducting a site-wide assessment of needs to identify performance barriers, capability gaps, and development opportunities.
Tailoring support to individual and team needs, ensuring interventions were relevant, targeted, and impactful.
Coaching Delivery & Behavioural Change
Applying Behavioural-Science based Coaching techniques to help employees remove internal and external blockers and clear their path to performance.
Delivering group and 1-to-1 coaching sessions, both virtual and in person, to strengthen skills, confidence, and performance behaviours.
Key Interventions
Coaching & Behavioural Change
Weekly 1on1 coaching sessions focused on self-leadership, emotional intelligence, resilience, and performance.
Observation, feedback, and coaching loops to reinforce behavioural change and embed new habits.
Ad hoc coaching interventions offering real-time support, modelling best practices, and empowering independent problem-solving.
Capability Building & Learning Experiences
12 site-wide training sessions and workshops addressing technical skills, professional etiquette, and self-leadership.
Development and curation of diverse learning resources to support varied learning styles and ongoing development.
Leadership support during site-wide events to strengthen alignment and shared understanding across teams.
Culture, Collaboration & Performance Systems
Ongoing site-wide interventions to model and reinforce collaborative practices and strengthen teamwork.
Implementation of a transparent and fair performance recognition system, increasing credibility and morale across the site.
Reflections & Learnings
This work showed me once again that sustainable performance emerges when people feel safe, supported, and empowered with the right tools. Coaching is most transformative when it balances structure with humanity and clarity with compassion. By aligning leadership, expectations, and development pathways, we created an environment where growth felt natural rather than forced.
And at the heart of it all is a simple truth: as coaches, our role is to help people reconnect with their potential, because when they do, they unlock it.
