When a Cambridgeshire district council decided to develop its employees’ customer service and IT skills, it approached learndirect.
By deciding to train team-members with IT qualifications and NVQs, Fenland District Council, succeeded in improving staff morale and its standard of customer service.
Not only is training more cost effective than hiring new staff, it also ensures that staff are nurtured and developed.
Training for better customer service
As a part of the council’s training all employees receive biannual appraisals which include discussions on training needs. Courses are selected based on individual requirements linked to business objectives.
Change and Development Manager at the council, Shari Khan takes up the story: "Last year we were recognised by the audit commission as the most improved local authority which was a huge success - but it's important not to become complacent.
"We wanted to ensure our staff were equipped with the skills required to provide quality customer service to the people we serve and for help with this we contacted F1 Training in Bury St Edmunds."
NVQs improve skills
“At first we offered individual employees an ITQ course (a vocational qualification in IT) which successfully helped improve IT skills across the board," said Shari.
"However, with the NVQ in Customer Service we’ve taken a more focused approach by delivering the NVQ to each team individually. This enables teams to learn collaboratively, helping to improve and embed skills more effectively.
“Completing the courses online meant our employees learnt at their own pace and didn’t have to take time out of their schedules to study. This approach ensured we delivered the course in the most effective way whilst our employees were fully engaged with the courses at all times.
Greater staff confidence – improved job satisfaction
"We've been so impressed and would absolutely recommend learndirect to any local authority looking to improve the service they provide," says Shari.
"As a result of the training, job satisfaction was boosted, employee confidence improved and staff motivation also increased."
What next for me?
- See how NVQs, through learndirect, combine work-based and online learning, to provide your staff with qualifications based on their job roles.
- Explore the range of IT qualifications available from learndirect - a great way to brush up on and improve IT for your employees.
- See how training your staff can be a cost effective way of facing the challenges of an economic downturn. Also view our discounted eCourses.
