NVQs SUPPORTING CUSTOMER SERVICE AT STENA LINE FREIGHT

Stena Line is one of the world’s largest ferry operators for freight, currently operating four routes between UK and Ireland, three between UK and Holland and several routes within Scandinavia. The Freight Sales and Marketing department in Rugby have been undertaking a range of NVQs as the organisation continues its commitment to develop its Sales Support Staff who form a key part of the customer service, sales and administration support to its customers based both in the UK and the Republic of Ireland.

Working in partnership with Intec Business Colleges, Stena Line Freight wanted to promote Customer Service and Sales NVQs across all aspects of the business particularly as the environment is highly competitive within a challenging economic climate. Therefore it is key for the organisation to keep focused, have the opportunity to develop skills and increase motivation & confidence within their support staff. Their roles involve managing over 100 customers each, building relationships, negotiating prices & traffic, promoting and added value services. All these aspects allow Stena Line to provide the best customer service possible.

Maria Banning, Sales Support Manager at Stena Line explained, “Staff have enjoyed the NVQ programme and have been very enthusiastic. Being very satisfied when they completed their NVQ successfully, they felt a sense of achievement and are very keen to continue with their development”
Confidence and motivation has increased during the time they have been undertaking their NVQs which has affected other team members who have encouraged them in their development” added Maria.

“Intec Business Colleges have worked alongside our company as we wanted to develop the people in this particular team and Intec Business Colleges found NVQs that were related and relevant to the job roles. As most of the training in the Freight Business is very specific and complicated, it is difficult to find an external provider to work in partnership with – working with Intec is the perfect solution”.