At JTM Service, we believe the way we look after our people has a direct impact on the way they look after our customers.
By engaging and supporting our people, investing in their development, retaining their experience and trusting them to do their jobs well, we believe we’re creating the foundations for better customer service.
That’s why being a great place to work matters to us, and why we’re so proud to have been named one of The Sunday Times Best Places to Work for the second year running. It’s great recognition for JTM Service, and we believe it’s great news for our customers too.
Engaged People Care About Doing a Great Job
We believe engagement starts with creating a culture where people feel valued, supported and cared about.
Our 2026 Sunday Times Best Places to Work survey achieved a 100% response rate and an overall employee engagement score of 92%, with 95% of our team saying they feel proud to work for JTM Service and 94% saying JTM Service cares for their wellbeing.
We believe that matters to customers. When people feel valued and cared for, they take pride in what they do and care about doing a good job. That attitude comes through in the way they look after customers, whether that’s an engineer attending a breakdown, our customer service team arranging a visit or someone providing advice about new equipment.
Our Values of Heart, Drive and Integrity reinforce that culture, reflecting the behaviours we want to see both in the way we treat each other and the way we look after our customers.
Retaining Experience Means Retaining Knowledge
Of our 26-strong team, seven have been with JTM Service for more than 10 years, including five for more than 15 years and two for more than 20 years.
For our customers, that means a wealth of knowledge and experience stays within the business.
Our engineers work on commercial laundry equipment and dishwashers from different manufacturers and of many different ages. Experience gained over years of diagnosing faults and solving problems is invaluable, and that knowledge can also be passed on to newer members of the team.
Long service also provides continuity. Our people get to know customers, their sites and their equipment, helping us build long-term relationships.
Well-Trained and Trusted People Can Provide Better Service
Having good people isn’t enough. We need to give them the knowledge, tools and support they need to do their jobs well.
We invest in regular technical and manufacturer training, toolbox talks and opportunities develop skills and gain further qualifications. In our 2026 employee survey, 93% of our team agreed they have the tools and training they need to do their job well.
We also trust people to use their experience and judgement, with 91% of employees saying they feel trusted by management and colleagues to make decisions.
Alongside this, we continue to invest in employee wellbeing, communication and recognition, and make a point of celebrating individual and team successes. We’re always looking for ways to improve, and listening to feedback from our team is an important part of that. Our aim is simple: to give good people the support they need to do a great job.
Our Customers See the Difference
Ultimately, our customers are the best judges of the service our people provide.
Nadia from Yorkshire Housing recently told us:
“Working with the team at JTM is always a pleasure. Staff are always friendly, customer service is excellent and they are always willing to help. Communication is great and they are always reliable. It’s always an absolute pleasure.”
And following a recent service, Tom from an HMP Prison contacted us specifically to praise our engineers:
“They were excellent throughout the service – they arrived before 8:00am each day ready to go and worked hard right through the day. Their helpful attitude and work ethic were really appreciated while they were on-site.”
A Great Place to Work Helps Us Provide Great Service
We’re incredibly proud to have been recognised as one of The Sunday Times Best Places to Work for two consecutive years. But creating a great place to work is about much more than an award.
For us, it’s about creating an environment where good people want to stay, develop and do their best work. We believe our customers benefit from that every day through the knowledge, experience, attitude and service our team provides.
And that’s why being a great place to work matters to our customers too.
