e-learning drives NVQ success
When Wilts and Dorset Bus Company turned to learndirect to help improve customer service at their Salisbury depot, customer advisor Malcolm Bunn was quick to sign up.
Staff at the depot had seen learndirect on TV ads' but it was a chance conversation with a member of staff which led to 13 advisors enrolling on a NVQ in customer service.
Malcolm, 53, had been a bus driver for fifteen years before taking up the role of customer care advisor in 2004. Having previously shied away from formal education Malcolm now thrives on his new skills:
"I was a bit rebellious at school and I wasn't very academic. I loved any lesson which took me away from the classroom environment. When I was sixteen I decided to leave and get a job.
"I've spent most of my career in hands-on roles. I worked at a cavity wall insulation firm for over 20 years before becoming a bus driver for 15 years. In 2004 I applied for my current position and have enjoyed it ever since.
"I provide information and advice to passengers on routes and fares this, like all of my previous roles, did not initially require any IT skills, however as computers became more popular I decided to teach myself. Eventually I started building computers for friends in my spare time but with no formal recognition of this I could not prove my skills.
"When my manager, Lin, approached me about the NVQ I was keen to enrol. I think when you choose to learn something you find it easier because the interest is there. I probably wouldn't have done as well if this was forced on me but it wasn't, it was offered.
"When I went to the centre to enrol they checked my literacy and numeracy skills and found that I needed to improve. However this wasn't a problem, learndirect offered the basic skills courses for free. After this I decided to do the ECDL, mostly because I wanted a formal qualification in recognition of what I could do but it actually taught me quicker ways to work.
"Since then I have also completed my NVQ in customer care, it wasn't difficult, most of it was based on common sense ideas with a few helpful tips on how to approach a situation and what tone of voice to use to keep control of the situation.
"Completing my course has made me more efficient at work and also boosted my confidence. It was an interesting experience which I really enjoyed. Thankfully, there was no classroom involved. I worked on my NVQ at home online, at work and at TABS, the local centre.
"Every now and again, I would get stuck on something so I'd just contact the online TABS tutor and ask a question, which was great because I could keep on working whilst I waited for an answer.
"Since completing the course I've been nominated for two awards to recognise my achievements so I'm just waiting to hear back."
Adminstration Manager Lin Wise believes Malcolm's interest in learning has improved the service offered to customers: "Malcolm has been with the company for eighteen years so we are well aware of his skills however the NVQ provided an opportunity for Malcolm to be formally recognised and for the company, it allows us to ensure all members of the team are provided with the same information and opportunities.
"We had spent sometime looking for a course which they could all do and was flexible enough to work around their shifts, learndirect was the perfect solution. Everyone works at their own pace, wherever and whenever they have the opportunity.
"We set aside half a day per week for each member of staff to work towards their NVQ and many also choose to work on it in their spare time to speed up the process. Malcolm completed his NVQ in just four months and he also dedicated his spare time.
"The skills they have now directly impact upon customer service. The team are helpful, friendly and knowledgeable.
"There was a time when redundancies were considered as a cost cutting exercise but with such valuable staff, the Directors knew we could not afford to lose our most valuable resource. This has paid off immensely, we are now back on track and recruiting more staff all of the time."
Malcolm concludes; "The flexibility of learndirect makes anything possible. I've really enjoyed the experience and I'm considering a course in business management."