Building people capability at scale – without losing the human touch
From customer services to senior leadership, Golden Charter uses the Mindtools Content Hub and Ask M: Coach to develop the skills that matter, right when people need them.
The challenge
Golden Charter is one of the UK’s largest and most trusted funeral plan providers, where compassion and personal service are central to the experience families rely on. When Pamela Malkin joined as Organisation Development Partner, she saw that while teams were technically strong, many managers had received little support in developing people‑leadership skills.
As the organisation grew, expectations were changing. Golden Charter needed to build leadership capability quickly, strengthen communication and empathy in customer‑facing roles, and give employees across the business the confidence to navigate ongoing change.
They needed a solution that could scale with growth, support managers and teams in the moment, and keep learning practical, human and trusted.
The solution
Golden Charter introduced the Mindtools Content Hub and later Ask M: Coach to build a scalable, people‑centred learning ecosystem grounded in behavioural science and designed to support real moments of need at work.
The People and Culture team deliver a one‑hour learning session as part of manager induction to ensure every manager knows how to get value from the Content Hub and feels confident using it.
To keep learning active and relevant, the team invests heavily in ongoing engagement. They use learning prompts aligned to business cycles, curated playlists linked to real organisational challenges, a Leadership Hub for senior managers, and regular promotion of M: Coach through drop‑ins and user testimonials. They also integrate Content Hub resources into Customer Services induction and create playlists focused on communication, wellbeing and psychological safety. This approach embeds learning into day‑to‑day work, making it a continuous driver of performance and confidence.
The People and Culture team also work closely with Mindtools Kineo, shaping solutions, contributing to product development and ensuring learning stays aligned to organisational needs. They collaborate with the Insights team, partner with Customer Success to deliver facilitated sessions, and receive ongoing support from their Client Enablement Lead. This partnership ensures learning remains practical, relevant and trusted across the business.
The results
Golden Charter has seen a clear and measurable impact, strengthening leadership capability, improving engagement and supporting sustainable growth.
Utilisation of the Content Hub has risen from around 50 percent to between 70 and 80 percent. The People and Culture team use usage data and departmental insights to show how learning links directly to engagement, performance, retention and people‑related case management. People feel more supported, empowered and able to grow.
Stronger leadership capability has also reduced the number of HR escalations. With better equipped managers, performance conversations have improved, and Ask M: Coach is becoming a key tool for building confidence in the moment.
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