Citizens Advice Gateshead supports thousands of people across the region every year, and that work depends on strong management behind the scenes. When the organisation set out to strengthen its leadership community, it turned to Zenith’s Management Bootcamp, a funded programme built around the real, everyday challenges managers face: performance, absence, difficult conversations, inclusive leadership, managing change and coaching.

The Challenge

Citizens Advice Gateshead’s managers were operating in increasingly complex, fast-moving environments, and the organisation wanted to build confidence, consistency and shared practice across its management community.

Zenith’s Bootcamp stood out because it offered practical development that aligned closely with those real challenges, and complemented the leadership and management development already underway across the organisation.

“We wanted to give managers practical tools and approaches they could use immediately in their day-to-day roles,” said Andrew Cowey, Learning & Development Manager at Citizens Advice Gateshead. “We wanted them to feel more confident setting expectations, giving feedback, supporting performance, leading through change and having constructive conversations with their teams.”

The ambition went beyond individual skills. The Bootcamp supported a wider goal: a consistent, people-centred approach to management, where learning and development directly improves the experience of staff, volunteers and the people the organisation supports.

How the Bootcamp Delivered

Zenith worked with Citizens Advice Gateshead to shape a programme that felt relevant from the first session, built around real management scenarios rather than theory. The sessions gave managers space to connect the learning to their own teams and reflect on how to apply it immediately, and one theme came through strongly for attendees: effective leadership isn’t about a single fixed approach. It’s about adapting style, communication and support to the situation and the individual.

What stood out most to the organisation, though, was something Zenith hears often: how much managers valued having protected time to step back from operational pressures and think about their role as leaders. In a busy organisation, that kind of space for reflection and shared learning isn’t easy to create on your own. Managers connected quickly with the content, linking it to the conversations, decisions and behaviours that shape team culture every day.

The Impact So Far

Since attending, managers have started approaching conversations with greater structure and confidence. There’s more focus on setting clear expectations, thinking carefully about how feedback is delivered, and considering what support people need to perform well. The training has also strengthened the connection between individual development, personal development planning and the wider culture Citizens Advice Gateshead is building.

It’s still early days, but the shift is already visible. Managers are thinking more intentionally about communication, performance and team expectations, and there’s growing confidence around handling challenging conversations. Zenith’s coaching element in particular has proved valuable, encouraging managers to help others find their own solutions rather than feeling they always need to provide the answer themselves.

A clear example is how managers have reflected on their own leadership style and approach to difficult conversations, thinking about the impact of their communication and how everyday interactions shape trust, clarity and team working.

“That’s where the real value lies,” said Andrew. “Small, practical changes in management behaviour can have a meaningful impact on the experience of teams and the culture of the organisation.”

Part of a Bigger Picture

The Bootcamp now sits alongside Citizens Advice Gateshead’s Management Development Programme, MBTI work and Brilliance learning offer, forming part of a broader approach to developing confident, capable and inclusive leaders across the organisation.

Why It Worked

Beyond the content, Citizens Advice Gateshead pointed to how smoothly the practical side worked with Zenith. The team was flexible and responsive, taking time to discuss delivery options, scheduling and how the content could be tailored to reflect the organisation’s own processes and language. The funded model made the programme accessible for developing a wider group of managers, while clear information about dates, content and expectations made it easy to plan attendance and promote the opportunity internally.

Would They Recommend Zenith?

“I would recommend the sessions to any organisation that wants to invest in practical, relevant management development,” said Andrew. “The programme offers a strong balance of knowledge, reflection and application, making it useful for managers at different stages of their leadership journey. I’d particularly recommend it to organisations looking to build a more consistent management culture and give managers the confidence to lead people with clarity, empathy and purpose.”

 

Want the same results for your management team? Get in touch with Zenith to find out more about the Management Bootcamp and our wider leadership development programmes.