Latest News from GetOnCourse.net

Northamptonshire Fire & Rescue Service's support staff get on NVQ ladder

Thu, 29 Jul 2010 14:30:31 GMT

Northamptonshire Fire and Rescue Service (NFRS), a local authority Fire Service and part of Northamptonshire County Council, is now offering its support staff the opportunity to gain nationally recognised qualifications in partnership with Intec Business Colleges plc.

Caroline Evans, Workforce Development at NFRS, explained, “I was very aware that although operational staff often have the opportunity for further training there was very little in place for our support staff. I therefore was very keen to develop a training programme to specifically meet their needs.”

Intec are now working with NFRS to provide Customer Service Level 3 and Business Admin Level 3 NVQs to the organisation’s support staff. A number have already completed their qualifications and several more are due to complete their NVQs soon.

“Intec has been great to work with and are providing a good standard of delivery. They are always timely and have been very unobtrusive, allowing staff to be able to work at the same time,” said Caroline. “We have already seen improvements in the confidence levels of those who have taken up the NVQs and an improvement in their ability to structure their work. Everyone has achieved their targets so far and there is a real appreciation from all the individuals going through the programme.”

Northamptonshire Fire and Rescue Service will continue to offer NVQ training to any new support staff in the future.

Lovell takes resident liaison training to new levels

Thu, 29 Jul 2010 14:24:32 GMT

Housing regeneration and refurbishment specialist Lovell has joined forces with Intec Business Colleges plc to roll out NVQ training for its resident liaison team in the Midlands.

The company’s resident liaison team plays a key role in the many large-scale housing refurbishment programmes which Lovell carries out for housing associations and local authorities. With residents frequently continuing to live in their homes during the building work, the company’s resident liaison officers act as their main point of contact. They help people understand what the refurbishment process will involve, the choices available to them and make sure they are happy at every stage.

In the Midlands, Lovell worked with Intec to create a tailor-made training programme for its highly valued resident liaison team.

“We were looking for a qualification to recognise the skills of our liaison officers and the Customer Service Level 3 NVQ was the best match. Importantly, it was also flexible which meant we could adapt it to our needs. The NVQ programme allows our resident liaison officers to gain nationally-recognised qualifications and also demonstrates to our clients that our staff have been trained to a recognised standard,” explained Clare Hall, Lovell Regional Training Advisor.

Sandra Shiner, Resident Liaison Co-Ordinator, has been completing her NVQ and she explained the benefits. “The RLO role is quite unusual and the tutor was very helpful in tweaking the units to fit in with what we do on a day-to-day basis. I really enjoyed working towards the NVQ and it made me realise how many different elements are involved in my job. Having to demonstrate my communication skills by delivering a presentation and my numeracy skills by completing a maths test felt a little daunting but overall, it has actually made me more confident in my abilities.”

“Working with Intec has been great, I receive information on the progress of the members of our team on a regular basis and the training isn’t too time-consuming for them. I’m really pleased with the way it is going and we have now extended the training to ten members of the resident liaison and customer care team in our North West region who have also started the NVQ programme,” added Clare Hall.

Burnley Borough Council strengthens staff training with NVQ programme

Thu, 29 Jul 2010 14:18:31 GMT

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.

STOP PRESS - Coalition Government increases funding for Apprenticeships

Thu, 27 May 2010 11:52:37 GMT

There was good news for budding apprentices as well as companies seeking to access funding for Apprenticeships this week as the Chancellor, George Osbourne, announced an additional £150million was to be made available for Apprenticeships across the country.

This extra funding will not only create more opportunities for young people to embark on an Apprenticeship and strengthen their future employability but it will also increase the number of companies able to access the funding. It is anticipated that the additional Apprenticeship funds will generate 50,000 additional places aimed particularly at small to medium sized enterprises.

Intec Business Colleges welcomed the announcement from the new Coalition Government.

Pontin’s Proud of Good Customer Service

Wed, 07 Apr 2010 11:34:29 GMT

Pontin’s has been offering family holidays at their friendly resorts for over 60 years. A major employer in the North West region and a well established name in the UK, Pontin’s prides itself on delivering good customer service. A recent move for the company’s Contact Centre created an opportunity for members of staff to undertake Customer Service NVQ training, through Intec Business Colleges, to ensure that the company’s reputation for high standards of customer service and outstanding value for money was maintained.

Christine Burns, Contact Centre Manager at the Southport Contact Centre, was recently awarded the title of Contact Centre Manager of the Year, under 50 seats, at the fourth Annual North West Call and Contact Centre Awards and she has spearheaded this NVQ training programme for her staff. Christine has been with Pontin’s since 1988 and was responsible for setting up the current Contact Centre when the business moved from its premises in Eccleston to Southport in 2008.

“When we relocated to Southport I had to build a new team of staff and so I was looking for a qualification everyone could do and that would bring the team together. The Customer Service Level 2 NVQ covers everything we do and reinforces how important good customer service is to our company, so it was ideal,” explained Christine.

“Lots of people had never done qualifications like this before and so it has been a great opportunity for members of my team to gain additional qualifications whilst still being able to work.” Christine is a big believer in leading by example and so also introduced the Team Leader Lever 2 NVQ for her Team Leaders.

After speaking with several companies Christine chose Intec Business Colleges because they connected well with her team and she found that the assessors made her staff feel confident and comfortable. This was particularly important as many of her staff were nervous about embarking on a new qualification.

“My team has gained so much from taking these qualifications. They have learned how to structure their work and also how to take on different points of view. Many have also gained a lot more confidence and are happy to speak up, giving feedback and talking through issues,” commented Christine.

The feedback about the training has been so positive that Christine is now in discussions about beginning further NVQs in Sales and also looking at the possibility of rolling out similar vocational training across the five Holiday Parks in the UK.

Burn Stewart Distillers take modern approach to training

Wed, 07 Apr 2010 11:27:01 GMT

Burn Stewart Distillers of East Kilbride, producers of a range of premium Scotch Whisky brands, has enrolled a number of employees at its Bottling, Blending and Distillery Operations on the Level 3 Management SVQ with Intec Business Colleges. The company has been looking to develop its supervisory base and to introduce formal qualifications training for its staff for some time. After exploring the options available Burn Stewart decided that the approach of Intec Business Colleges, and their training programme solutions, offered the best fit for their business.

Bill Porterfield, HR Manager, explains that little formal training had been put in place in recent years and so the company wanted to bring in a qualification programme which would enable employees to train whilst at work. “Other avenues we explored meant staff had to take time out of work and motivating employees, some of whom had been out of full time education for a number of years, to go back to college and study was difficult. We felt that the SVQ programme will work well and suit our needs as it very much focuses on what we do day to day.”

Burn Stewart Distillers are now working with one national provider to deliver their training programme. “From our very first meeting with Intec they have focused entirely on how they can meet our needs and getting the programme underway has been very easy indeed. Following the initial visits from the Assessor, our staff are already excited about undertaking this challenge and ultimately gaining their qualifications,” concluded Bill.

Girlguiding UK’s Trading Services gives thumbs up to NVQs

Wed, 07 Apr 2010 11:21:11 GMT

Currently celebrating its centenary, Girlguiding UK is the UK’s largest organisation for girls and young women, with over 500,000 members. Girlguiding UK’s Trading Services, a division of the charity, operates a state-of-the-art warehouse that supplies over 800 volunteer-led depots. They also run six shops and fulfil customer orders for uniforms, equipment and publications via their website and catalogue. Based in Altrincham, the distribution and sales processing centre has recently started working with Intec Business Colleges to introduce NVQ training for its employees. Following the success of the pilot scheme, Trading Services is now considering rolling out further training in other areas of the organisation.

Four members of staff had been recently promoted into new roles within the warehouse and distribution side of the business and Martin Goodwin, Manager at the Trading Services, believed that NVQs would help the staff develop into their new positions. “Two members of staff have taken the Team Leader Level 2 qualification to support their roles and two others have taken a Level 2 NVQ in Storage and Warehousing. These qualifications are a great opportunity for us to provide support to our employees as they take on new roles and responsibilities,” said Martin.

This is the first time that Trading Services has undertaken any training of this nature. “The NVQs are challenging but they have helped our staff focus and develop. It has also given them confidence in their abilities and the realisation of the contribution that they make to the operation. Working with Intec has been great, from start to finish everything with the programme has ran smoothly and following feedback from those who have taken part in the pilot we are now looking into running the NVQ in Customer Services for our sales processing area,” concluded Martin.

KARCHER CLEANS UP WITH STAFF TRAINING

Wed, 27 Jan 2010 15:38:23 GMT

As part of the global Kärcher brand, Kärcher UK is the market leader in its sector. Kärcher manufactures and markets a vast range of products, from pressure washers and road sweepers to army field kitchens. Although Kärcher doesn’t manufacture in the UK, staff based at the Banbury head office are tasked with selling, distributing and servicing the products around the country. To be number one, Kärcher UK depends on its staff and so wanted to reward and encourage them by providing externally recognised training.

After talking with Intec, Kärcher decided to run NVQ level 2 in Business Administration, Customer Service and Management, in order to cover the needs of as many staff as possible.

“When I first heard about NVQs it struck me that they could really hone and develop our workforce’s skills,” said Kathy Cross, HR Manager at Kärcher. “We had lots of people looking to improve and move up the ladder and so when the management gave the OK, I leapt at the chance.

“Since starting the qualifications, we have noticed a real difference in the staff. Because the courses are allied so closely to their jobs, they are able to apply skills straight away and have developed a real professionalism. They are more positive, focused and obviously really proud of themselves, and so they should be!”

With such a busy role herself, Kathy has been impressed with how helpful Intec has been throughout the whole process.

“From day one, Intec has come in and managed the training, providing fantastic people for our staff to build relationships with. This has been such a positive because if our staff have any problems or queries they know there is someone approachable they can talk to.”

SHINING LIGHTS

Mon, 25 Jan 2010 15:34:15 GMT

It was after a successful trial at its Lancaster site that Sunlight decided to implement a national training programme with Intec.

Sunlight is the UK’s market leader in textile rental and laundering services for industry, commerce and the NHS and public sector and the training programme mainly sits within its Textile Services division.

“We had heard good things from the staff on the pilot programme and felt our workforce as a whole could benefit from formal training,” said Andrea Richardson, HR Director of Sunlight’s Textile Services Division. “We wanted to increase employees’ knowledge base and offer them a formal qualification to build upon their current experience. As a business, we were looking for increased retention rates, increased employee motivation and ultimately decreased error rates and increased profit.”

Sunlight chose to offer NVQs in Customer Service level 2, Warehousing and Storage level 2, Business Administration level 2 and Management level 3 at all relevant sites.

“Personally I am very happy with how the training is going,” said Andrea. “A big plus for me is that I get regular updates and reports so I know exactly how our staff are doing.

“All the employees completing the courses are happy with the programmes and seem more confident in their work and happier in themselves. They believe that they have added value to their current skills base and that this will help them in their day-to-day roles.”

Andrea is looking at introducing Sunlight’s sales team onto the NVQ programme in the near future and will also be identifying the next groups of employees who might need training once the first group has finished.

COASTING TO SUCCESS

Sat, 23 Jan 2010 15:33:13 GMT

Having been in business for 25 years, Westcoast understands the importance of employing and retaining the best staff. The company has always encouraged employees to develop within their roles and within Westcoast, but until recently had no formal way to recognise this.

The privately owned IT distributor has sites in Reading, Milton Keynes, Dublin and Nottingham. To test the water, Westcoast decided to trial a formal training programme in Reading and once this was established extended it to Milton Keynes. Looking at the qualifications available, Westcoast decided to go with a broad programme to enable as many staff as possible to take advantage of work based training.

Westcoast now offers staff the opportunity to take Apprenticeships or NVQs in Business and Administration level 2 and 3, Storage and Warehousing level 2, Customer Service levels 2 and 3, Team Leading level 3 and Management level 3. A large proportion of staff enrolled on an NVQ or Apprenticeship and according to Kayleigh Belton, HR Assistant at Westcoast, the qualifications are going very well.

“Even before we decided on the kind of training we wanted to offer, many of our staff were keen to enhance their professional development,” said Kayleigh. “This enthusiasm has continued throughout the course of their qualifications and a couple have already finished.

“Staff have been especially keen on taking up an NVQ or Apprenticeship because they don’t have to spend money on courses outside of work hours to become better qualified. They also recognise that doing a course like this means the skills they learn are specifically related to their role.”

Westcoast has been so pleased with the success of the training programme in Reading and Milton Keynes that Intec is now in the process of extending it to the company’s Nottingham site.