National Grid Metering, formerly Transco Metering, provides metering and meter reading services to approximately 20 million domestic gas users in the UK. Its direct customers are the UK's major gas suppliers.
Best Practice was approached to deliver a management development programme to help prepare for industry deregulation by improving leadership, communication and change management skills.
Following delivery of a successful modular training programme for over 40 managers, the programme has now been extended with additional intakes of managers from across the organisation.
The current programme runs over a 6-9 month period and is accredited by the Institute of Leadership and Management, ILM. Based on a combination of training and project work, successful candidates achieve the ILM Level 3 Introductory Certificate in First Line Management.
Best Practice has been asked to extend our work to deliver certificated customer service and call centre skills development programmes. Favouring a short, developmental approach, National Grid Metering selected the ILM Award in Customer Contact as the preferred option.http://www.nationalgrid.com/uk
Janet Jordan, Customer Services Manager, said "Service quality and adding value to our customers is important to our business. These managers are in the front-line of service delivery - their actions directly contribute to customer and employee satisfaction.
The Best Practice programme is a business-wide initiative that helps us enhance customer value. The programme is successful in building leadership skills and helping achieve a more structured approach to managing change. It ensures that our managers look closely at the issues, consider all options, and deliver successful outcomes for our customers and the business.
"We are very pleased that we selected Best Practice for this work - they have become a trusted partner."
KPMG is one of the UK's leading providers of accountancy and professional services.
Best Practice has worked with KPMG delivering in-company communication skills courses and NVQs for over 120 staff across several business areas, including facilities management, PAs, IT support and reception services.
- Customer Service NVQ
- Administration NVQ
- IT Users NVQ
- Team Leading NVQ
- Management NVQ
- BTEC Award in Service Provision
We were asked to deliver a certification programme for 35 reception staff based in 20 locations from Southampton in the south to Aberdeen in the north.
To meet this requirement, we worked with KPMG and the awarding body Edexcel, to design and accredit a BTEC Certificate in Reception Services.http://www.kpmg.com/uk
Sue Partridge, the NVQ programme manager, commented...
"We have been delighted to work with Best Practice over the past few years for the delivery of our NVQ programme and customer focused training across the UK.
"Best Practice and their staff have always proved reliable, creative and solution driven. They have always delivered above expectation and requirements."
Part of the Royal Mail Group, Parcelforce Worldwide is a leading parcel carrier for UK businesses.
After a period of considerable change, the company identified a need to improve skills, motivation and frontline service performance.
To help meet this objective, Parcelforce approached Best Practice to design and deliver a certification strategy for customer facing staff and management in five contact centres across the UK.
Best Practice has been working with contact centre staff to deliver NVQs in Customer Service, Telesales and Contact Centre Operations. Operations staff and contact centre managers are working towards higher level BTEC certificates including the Certificate in Business Operations and the Diploma in Contact Centre Management.
The success of the NVQ and BTEC programmes led Parcelforce to approach Best Practice to support a large-scale systems and culture change programme. As a result, we have been contracted to deliver the ILM Certificate in Team Leading and ILM Certificate in First Line Management for over 100 depot-based Operations, Customer Service Managers, and Delivery & Collection Managers.http://www.parcelforce.com/
Dawn Cox, Head of Customer Services was responsible for introducing the NVQ programme. According to Dawn, "After investigating several options, we selected the combined NVQ and BTEC programme via Best Practice. The fact that study is done in the workplace through a programme of ongoing assessment is a big plus point.
"Getting these qualifications can be a big boost to motivation and self-perception. It's also good news for Parcelforce Worldwide because it means we are refining existing skills as well as learning new ones - a real quality stamp for the service the contact centre teams offer."