In July 2014 TEAM Wearside was contacted by FCC Environment to deliver Customer Service Apprenticeship training across sites in Barnsley, Doncaster and Rotherham, due to the amount of complaints being received about staff dealing with customers at Household Waste Recycling Centres.
FCC wanted a robust training programme that would not only help ease these complaints but also develop and upskill the staff on these sites. After discussion with TEAM it was felt the best option would be the Customer Service Apprenticeship which would cover all of the company’s requirements.
The programme was initially rolled out to the 14 site Team Leaders and the two Area Supervisors covering this contract. The programme was well received and FCC felt that it would be beneficial rolling this programme out to all of the HWRC site staff from 2015 a further 30 staff being upskilled and developed in Customer Service.
Recent figures from the Councils, across the contract, for the last two years have shown a marked improvement in the reduction of complaints and the rise of compliments;
In 2015 there were 15 Compliments and over 200 complaints
In 2016 there was an increase in compliments to 85 and a reduction of complaints to below 100.
A great achievement by all concerned!