Why We Went Fully-Flexible: COO Ben Dalzell on Culture, Trust & the Future of Work

At Propel, flexibility isn't just a perk; it's part of who we are.

So, we’ve transitioned from a hybrid model to a fully flexible way of working, giving our team complete freedom to work where and how they feel they do their best work.

But why the change now? 

Well, we've seen that great work isn't defined by where you sit – it's about what you deliver. Our Chief Operating Officer, Ben Dalzell, explains the thinking behind the shift, how it reflects our people-first values, and what it means for our culture, clients, and the future of Propel.

From building bespoke solutions for every individual to reimagining our workspace, this move is about creating an environment where everyone can thrive.

What prompted the decision to shift from a hybrid to a fully flexible working model?

Over the past year, we’ve seen that great work doesn’t depend on where you’re sitting. In fact, flexibility drives performance.

The world of work has changed, and so have expectations. People want choice, trust and autonomy. Our team was already thriving with our hybrid model, consistently going above target, but it still had some structure that didn’t suit everyone.

The decision to go fully flexible came after a lot of reflection. We’d always said we wanted to create an environment where people were treated like adults, but the truth is, when we had mandatory in-office days, we weren’t fully aligned with that promise. I had to look inward and acknowledge that. Our business is driven by output, and that’s what really matters.

So moving to fully flexible was the natural next step. This change is about genuinely treating people as adults. It gives everyone the freedom to structure their day in the way that works best for them and work wherever they feel most productive. It’s a decision rooted in trust and our belief that great work isn’t defined by location but by outcomes.

How does this change align with Propel’s values and vision for the future of work?

At Propel, we’ve always believed in being people-first and forward-thinking. We’re a business built on relationships, agility and results, and we want the way we work to reflect that.

Fully flexible working isn’t just a policy change; it’s part of our evolving culture, promoting more autonomy and accountability. It indicates how much we trust our people, value their time, and are focused on what really matters – delivering exceptional work for our clients.

What benefits do you expect this flexibility will bring to our team and to our clients?

For our team, it means better work-life balance, more control over their schedule, and the ability to work in an environment where they feel most productive.

To get this right, our Director of Projects and Operations and I sat down with each team member individually to understand their must-haves. The feedback we got was that the team wanted choice, but they also wanted connection. Some prefer the buzz of an office environment, while others prefer the option of working more remotely. Rather than enforcing a one-size-fits-all approach, we listened and built something that works for everyone.

That’s why we’ve introduced options like Desk Hop memberships for those who want to be in more often, and Day Passes for those who just want to drop in occasionally. The feedback so far has been fantastic. Of course, this isn’t set in stone – we’ll keep reviewing and evolving our approach to make sure it works for both our people and the business.

This philosophy goes beyond where people work. Flexibility has always been part of how we operate as a business. For example, if someone wants to progress but doesn’t want to manage a team, we’ve always built career ladders that suit their ambitions. We believe in creating an environment where people can thrive in their own way.

As for our clients, not much will change. If anything, it means a happier, more engaged team that can deliver faster and with more creativity. Ultimately, flexibility drives performance.

How will you keep connection, collaboration and culture strong in a fully flexible setup?

Flexibility doesn’t mean isolation, and culture doesn’t mean everyone being in the same room every day. It’s about creating meaningful connections and shared purpose.

We’ll always have regular team check-ins, in-person meetups, and opportunities to connect socially and professionally. What we do know is that flexibility only works if it’s easy to use. That’s why we’ve invested in new tools and tech to make it simple. For example, Officely, our scheduling tool, takes care of the logistics by showing who’s in when, so people can coordinate office days and make the most of in-person time.

The key is to be intentional about when and how we come together, and we’re committed to keeping that as strong as ever.

What was the thinking behind investing in a space like WorkingFrom_ rather than a traditional office or coworking space?

The traditional office no longer fits how we work. We wanted a space that inspires creativity, supports collaboration, and feels worth the commute when people choose to come in.

WorkingFrom_ is more than a desk. It’s bright, open and designed for connection, with quiet zones, meeting rooms, wellness areas, and even a rooftop café and terrace. It matches the flexibility of our approach and reflects the quality we want to offer our team. When people come in, it should feel like a space that energises them, not just a room with desks.

What does this shift mean for the future of Propel and how we attract new talent moving forward?

It’s a huge step forward. For our team, it means we trust them to do their best work on their terms. For future talent, it shows we’re serious about creating a modern, people-first workplace.

Flexibility is one of the most attractive benefits for today’s workforce, and it allows us to tap into a much wider talent pool. People want choice and trust from their employer, and this model signals that we offer both. For new hires, it’s about joining a company that values results over rigid structures, and that’s a big differentiator in the market.

Are you an experienced recruiter looking for more flexibility in your day-to-day? We’d love to hear from you!