RBS Insurance and leading vocational training provider JHP Training have won a regional National Training Award (NTAs) for best ‘Partnership and Collaboration’ at an awards ceremony evening on 7th October 2010.
It was JHP Training’s pioneering e-learning programme which gave hundreds of RBS Insurance staff a second chance to gain vocational qualifications. A large part of the RBS Insurance business involves large customer contact centres, in which staff turnover high and exit interviews cited ‘a lack of development, reward and recognition’ during employment.
RBS Insurance and JHP Training formed a partnership five years ago in order to retain RBS Insurance’s best employees and boost the morale of the contact centre teams through the delivery of National Vocational Qualifications (NVQ) and Apprenticeships in Business Administration and Customer Service. The partnership started as a pilot scheme in Leeds and, following a great success, it was rolled out across the country.
JHP Training, part-funding by the Skills Funding Agency, provided a state of the art system called e-Track; a flexible user-friendly online learning tool offering staff training without disrupting work and good customer service – something which RBS Insurance’s reputation relied heavily upon.
In 2009, 763 learners registered for the programme across 22 UK locations. 92% of learners said the courses helped their development and 89% said they would like to do another course as a result. Leaving rates soon dropped to 5.5%, around a quarter of the previous staff turnover rate. Overall huge savings have been made on staff training and recruitment. RBS Insurance has since widened their staff training offer through JHP Training, to include Team Leading and Management NVQs.
JHP Training’s training and assessment team in the East of England worked exceptionally well in collaborating with RBS Insurance and this award is testament to their commitment and success. The team in RBS Ipswich was interviewed by the judging panel; including JHP Training Assessor Sylvia Gladwell, Regional Manager Allison Miller and Training Manager Alison Tirrell.
Sylvia Gladwell said, “It’s all about building rapport and working together to overcome any barriers and succeed together. I always ensure I have our company values in mind; inspiring achievement, respecting individuals, succeeding through teamwork and just treating everybody equally”.
The National Training Awards take place annually in the UK, recognising the impact that excellent learning, training and development has on achieving outstanding organisational and individual success.
JHP Training and RBS Insurance are now developing an in-house Customer Relations Apprenticeship via the Employer Recognition Programme.
Beverley Proctor, RBS Insurance’s Head of Learning says, “In high volume contact centres, vocational training is a great opportunity to learn on the job and gain qualifications for achieving competence in the role. These qualifications have helped us to retain good employees, provide staff with progression paths… and aided our vision to be a leader in development of its people.”
For further information regarding the partnership with RBS Insurance, please contact Sian Wilson, Strategic Corporate Account Manager in Business Development at
sian.wilson@jhp-group.com
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