Mercedes-Benz drives Employee Training
Thursday 9 February 2012 2:05 PM
L to R : Rachel Barrett, Angela Fernandes, Jenny Pearson, Noel McKenna, Ivor Wood (Contact Centre Manager), Julie Ray (Senior Team Leader), Jamie Wootton and Lisa Palmer (Intec)
Mercedes-Benz Insurance provides branded insurance products to both passenger car and commercial vehicles customers and they have set up a training academy to support both new starters and experienced members of their teams to achieve their goals and encourage staff retention.
The training academy works in partnership with Intec Business Colleges to provide NVQ training in Customer Services and Team Leading to its employees. The training academy, which began in the autumn of 2010 is performing well and has been actively embraced by their employees.
The training academy was launched in response to feedback provided in an employee engagement survey. The employees said they felt that once they had completed their initial training, there was not enough ongoing training and development support on offer.
Ivor Wood, Contact Centre manager explained”Following our survey we knew we needed to introduce something that would show our commitment to invest in them. As a brand we are very focused on delivering excellent customer service and the NVQs that we have chosen both reinforce this and demonstrate that we take personal development very seriously.”
“Within the Sales Teams and Customer Services Teams, employees were given the option to take part in the NVQs and we were delighted when all of them wanted to be involved”.
“Intec has made the process run very smoothly for us, they come in and get on with the job we need them to do. They have developed good relationships with our Team Leaders, and the team from Intec has worked well on developing and implementing the training programme together” concluded Ivor.