Company Case Studies

Avon Fire & Rescue

Avon Fire & Rescue service have been working with CADcentre continuously since 2011 to provide IT and skills acquisition across our workforce. To date, over 100 staff, in both Operational and Support roles, have achieved qualifications in IT, Business and Administration and in Literacy and Numeracy Functional Skills. CADcentre is also currently working with staff from Fire Control to achieve qualifications in Team Leading and Management.

I have always found this organisation to be very professional and it consistently delivers a high standard of service. Staff are committed to learning and development, they are very flexible with their time and will arrange tutorials to suit our students, something that is vital to us as an emergency service.

 

Wiltshire Police

Customer satisfaction and public confidence are key drivers for all Police Forces. One of our key aims is to deliver a ‘safe/satisfied’ Wiltshire and ensure the public and our partners feel ‘confident’ in what we do. This has to start with how we how we treat each other, how we treat our customers that experience our service first hand and what messages we give out to members of the public when we interact with them in our daily work and personal lives. Contact Management are the primary gateway for the public with Wiltshire Police and therefore the importance of delivering excellent Customer Service and fostering a Customer centric culture cannot be underestimated.

Our work on this objective began in 2010 and to date approximately 125 members of Contact Management staff are studying for or have successfully achieved a National Vocational Qualification in Customer Service. The NVQ Certificate and Diploma in Customer Service are designed to develop competence in customer service roles. They introduce learners to the skills and knowledge required to satisfactorily carry out a customer service role. Since this training began we have seen improvements in Customer satisfaction levels, with a significant reduction in the number of complaints and increase in compliments. This positive interaction has also encouraged many of our staff to aspire personal development and indeed progression within the organisation.

Our Level 2 and 3 NVQ programme throughout has been delivered and supported by Cadcentre uk, an approved government training provider. I am totally satisfied with the level of support and training received from CadCentre. Communication has always been excellent, with assessors being positive, supportive and totally reliable. I could not have asked for a better partnership.