Testimonials
Pushing the right buttons!
Back in 2003, Vodafone recognised the unique approach of Elmfield to enhance their existing training and development programme and introduce the accredited NVQ scheme. Now 5 years later, the scheme has proven its success and Vodafone are putting more resource into training for both retail and contact centre staff, allowing them to develop from trainee advisor through to regional manager.
There are currently 1800 learners across the programme, heading towards achieving NVQ’s at various levels.
All new joiners are required to participate in the 12-week induction programme introducing them to Vodafone, and covers everything from sales technique, products and systems training. Elmfield ensure the in-house training delivers against nationally required levels of achievement to secure Level 2 and 3 NVQ’s, so both employer and employee benefit.
After completing levels 1 and 2, candidates can decide whether they wish to progress further…up to 6 levels… anyone who completes all 6 will have achieved qualifications equivalent to 15 GCSEs and 4 A levels.
The ‘on-the-job’ training scheme we developed with Vodafone has been specially designed to ensure flexibility so that both part and full time team members can participate and progress their training at a pace that suits them. All participants are fully supported by their store or regional manager, who provides coaching, the retail learning and development coordinator for the region, to add encouragement, and Elmfield Assessors to ensure the national criteria are achieved.
Evidence of experience and capabilities are collated whilst carrying out the daily duties of their role which are reviewed by the store or regional manager and then independently assessed by Elmfield to ensure consistency among all candidates. Assessments are concluded with phone interviews with each of the candidates.
The Vodafone team at Elmfield comprises 65 people, all dedicated to ensuring that both Vodafone and their candidates are supported to achieve their goals. Headed by the Account Manager, Claudine Hamblet, training and assessment is carried out within her two teams, Retail and Contact Centres, and cover England, Scotland, Ireland and Wales.
“We are very excited about our NVQ programme, and the way it furthers our commitment to delivering excellent opportunities for our retail team members. We know that there is a direct link between employee satisfaction and customer satisfaction and we are confident that this programme will give both a significant boost,” says Tom Devine, director of consumer sales for Vodafone UK. “…there are no academic prerequisites for joining the programme. A great attitude and a desire to succeed are all that’s needed.”
As the leading name on the high street for mobile phones, broadband and laptops, Phones 4 U employs in excess of 4,000 staff, and has over 450 stores across the UK and Northern Ireland. They believe that behind every great success are the thousands of talented individuals that make a company. That’s why they make it a priority to positively encourage both personal and professional development…so that individuals are given a real opportunity to shine.
Elmfield have worked with Phones 4 U over many years, honing their training programme to make it relevant and valuable for both employer and employee.
As part of their induction process, within their 90-day “Green-by-week 16" on-boarding programme, retail staff attend a 5-day Sales Academy course at a brand new induction and training facility at Fort Dunlop, Birmingham.
Tom Shorten Phones 4u Operations Director commented: “Our new training academy in Fort Dunlop reflects our commitment to our teams and will ensure that Phones 4u has the most knowledgeable, skilled and best-supported staff in the mobile industry.”
“Current market conditions make it even more important for staff to be the very best that they can be, and despite the tough economic climate, Phones 4u will continue to invest in its people and the business.”
Phones 4u is one of the largest retailers in the UK to make the Skills Pledge and has pledged to provide all current and new staff with access to training. Since launching the Skills Pledge scheme, more than 1600 of Phones 4u’s workforce have qualified as Apprentices and 3000+ retail staff are currently on the Apprenticeship scheme, along with 150 customer service staff. In 2008, Phones 4u delivered over 80,000 hours of training in one quarter alone, equating to almost 3 days training per person vs. 4.5 days per year in most companies. In 2009, Phones 4u looks to provide in excess of 10 quality days of training per person.
Skills Minister, Lord Young said: "I am really pleased to see such a prestigious organisation pioneering a partnership investment of such proportion with the support of the government's National Employer Service to develop their workforce with the skills needed into today's challenging climate. The fantastic new Training Academy at Fort Dunlop is an excellent demonstration of this commitment."