TRAINING FOR THE FUTURE

Nisa-Today’s was set up more than thirty years ago with the aim of providing increased buying power for independent retailers. It is now the UK’s leading member-owned organisation, with a turnover in excess of £1.3 billion, providing benefits to independent retailers and wholesalers in the food and drink market. Staff at its Member Support Centre in Scunthorpe, North Lincolnshire, are tasked with representing 5,000 retail stores and almost 300 wholesale depots across the UK, Northern Ireland, the Channel Islands and most recently the Republic of Ireland.

With this busy and fast paced environment and with so many customers depending on Nisa’s staff, the company found formal training was needed.

“We had a number of staff straight out of college who had no previous work experience or direct customer service skills,” said Angela Whittaker, Member Support Manager. “We wanted to help the staff complete qualifications in customer service knowing that it would benefit them and our business.”

Nisa chose to offer staff the opportunity to do NVQs or Apprenticeships in Customer Service and Management. Now in its second year of working with Intec, Nisa has been able to assess the true impact of the NVQ and Apprenticeship programme on its staff.

“Our first set of learners all worked extremely hard to achieve their NVQs or Apprenticeships while also coping with their everyday job, and as a result now have a better understanding of what is expected in a fast paced customer service environment,” said Angela.

“The qualification gives the staff the confidence to fulfil their roles to the best of their ability and I also believe they really enjoy doing it. The managers are extremely proud of the staff for completing the qualification and we know that the business has benefited as a result.”

Angela also has positive views on how the programme has worked for her:

“The programme has been excellent. Intec fit really well around the team here at Nisa and with so many of the staff working hard towards their qualifications we find that if one area is busy then the assessor can meet with another candidate, which works really well for us. We definitely intend to continue with these qualifications and with Intec.”