The New Working Normal Beyond the COVID-19 Pandemic

An exploration of private sector employee perceptions and experiences of hybrid working in the North-East of England.

Abstract

The COVID-19 pandemic has accelerated the adoption of hybrid working arrangements, combining remote work and in-person work, across various industries. Hybrid working significantly impacts employees’ work-life balance. Therefore, this study aimed to gain insights into how employees perceive and navigate hybrid working, and its impact on their work-life balance, focussing specifically on customer service employees in the North-East of England. Eight customer service employees were interviewed to explore their perspectives of hybrid working. Four key findings emerged from the thematic analysis. Firstly, the flexibility that was afforded by hybrid working enabled employees to choose their work locations and manage their time more effectively. Second, ‘’Communication and collaboration’’ emphasizes the critical role of digital tools and the importance of building relationship. Third, ‘’Work life balance’’ highlights the need for boundary setting and promoting employees’ wellness. Fourth, ‘’Managerial challenges’’ uncovers the complexities in managing hybrid teams, including technical issues and the importance of remote team management. These findings confirm existing literature on hybrid work and provide valuable insights for organisations on the positive aspects of hybrid work and how to manage remote teams.