Overview
Virtuoso are IT specialists with a team of about 50 employees, from summer 2023 Rise HR have been their outsourced HR provider with Lara Walton being their dedicated HR Consultant. At the start of the contract Lara identified some people‑related challenges affecting management confidence, consistency and employee experience. To address this, Lara collaborated with the team to create a fully tailored Management Development Toolkit, designed specifically for Virtuoso’s culture, operating style and industry demands.
Over an 18‑month period, this bespoke programme delivered nine high‑impact training sessions that were interactive, practical, and aligned to internal processes. Attendance was consistently strong, and conversations within the sessions led to meaningful improvements in internal policies and expectations.
The outcome? A significant increase in employee satisfaction, reflected in Virtuoso’s quarterly employee Net Promoter Score (eNPS) scores, alongside improved manager capability and a reduction in people‑related challenges.
It’s the reminder businesses need that change doesn’t happen overnight, but with consistency, collaboration and an openness to learning new skills; development happens and so does change.
The Challenge
At the start of the partnership, Virtuoso recognised several core issues:
- Some managers lacked confidence in handling key people processes
- Inconsistencies existed across teams in how some people‑related decisions were made
- Some employees reported variable experiences that impacted culture and satisfaction
Virtuoso needed a structured, practical, and business‑specific approach to building management capability.
Rise HR’s Solution: A tailored Management Development Toolkit
Working closely with Virtuoso’s leadership team, Lara designed and delivered a sequence of targeted learning sessions. These sessions blended theory, case studies and scenario‑based exercises, promoting practical application and healthy debate.
Training Programme Timeline
| Date | Training Course |
| April 2024 | Becoming a Manager |
| April 2024 | Disciplinary & Grievance Processes |
| June 2024 | Managing Difficult People & Conversations |
| August 2024 | Recruitment & Selection Essentials |
| October 2024 | Effective Performance Management |
| January 2025 | Quality Conversations & PDPs |
| October 2025 | Building Resilience & Leadership Styles |
| January 2026 | Mental Health Awareness |
| January 2026 | Prevention of Sexual Harassment |
Why the programme worked
- Fully bespoke to Virtuoso’s industry and internal policies
- High levels of engagement, with 10+ attendees per session
- Encouragement of open discussion, leading to agreed process improvements
- Practical resources shared after each session
- Strategic timings, spaced throughout the year to prevent overload and support real‑world application
Lara summarised the experience:
“I’ve enjoyed developing and delivering these training sessions, witnessing the growth and positive impact it has had on the management team and wider business. The sessions have provided an opportunity for the management team to collectively manage expectations, to challenge and debate existing processes – which has resulted in positive changes and a team that are on the same page.”
The Impact
The effect on Virtuoso’s culture and leadership capability has been tangible.
- Quarterly eNPS scores increased significantly from April 2024 to January 2026
- Managers became more confident, aligned and consistent
- People challenges reduced across teams
- Positive energy and morale increased, creating a “ripple effect” throughout the organisation
Virtuoso’s Chief Strategy Officer, Malcolm Diack, shared:
“These sessions were tailored to meet our specific needs and culture. The balance of theory and practical application, supported by Lara’s excellent facilitation, made the programme extremely valuable.”
The Ongoing Partnership
Rise HR continues to work closely with Virtuoso and are there to support all their HR needs ensuring the business and its team continue to thrive. Refresher training courses are already in discussion and in the pipeline!
At Rise HR, we believe that true organisational improvement comes from genuine collaboration, understanding how a business works at every level, and tailoring solutions that fit. Virtuoso’s journey is a strong example of how the right development approach can impact on a culture, help to uplift performance and drive meaningful change.
Want results like this for your organisation?
Rise HR specialises in tailored development programmes that transform management capability and elevate employee experience. If your organisation could benefit from a bespoke, business‑specific approach, we’d love to talk: hello@risehr.co.uk.