Posted: Tuesday, 23 August 2016 @ 11:14
Burnley Borough Council is working with Intec Business Colleges plc to deliver a programme of NVQ training for its Customers Service department. Staff working in this department assist customers on the telephone and face to face with a range of enquiries including Council Tax, Housing Benefit, household and recycling waste. Staff are taking Customer Services Level 2 NVQ with one member of staff progressing to Level 3 and another taking the Team Leader NVQ Level 2 course.
“We are a front line service within the Council and we wanted to provide the best possible service for the residents of Burnley,” explained Michelle Coogan, Team Leader at Burnley Borough Council’s Contact Centre. “In addition to the training programme provided internally by the Council, we wanted to take part in an external training and assessment package to gain independent help and advice into our working practice. Intec was recommended to us and helped us access funding for the training programme.”
The majority of learners have now completed their NVQs. “Staff have found it useful as it has confirmed to them they are conducting themselves well and that their work is in line with an excellent set of standards,” said Michelle.
Others found the programme beneficial in that it gave them food for thought and enabled them to improve their skill set. “We conduct regular one to ones and development reviews, and the NVQs have given the staff the tools to evidence and support their competencies. It has also heightened their awareness to focus on the needs of the customer.”
Any new staff coming into the department will be given the opportunity to develop their skills via this programme.