The mix of customer service staff from Service Points, Service Centre and Registration Service began their qualifications on 10 November. Most are working towards the CSP Award and two candidates hope to achieve the Certificate level.
The qualifications support the aims of the Council's "Strengthening the Highlands" programme, which commits the Council to becoming more effective and efficient by improving the way it delivers services and by making it easier and more convenient to contact the Council.Developed by councils for councils, the Customer Service Professional (CSP) Qualifications have been designed to be current and directly relevant to customer service issues within Scottish local authorities. As they are nationally recognised qualifications, certificated by the Scottish Qualifications Authority (SQA) and endorsed by COSLA, and are portable across all Scottish local authorities.
The qualifications are based on e-learning and e-assessment which is particularly helpful in providing development opportunities to staff in locations right across the large geographical area of The Highland Council. The current group of participants are from widely dispersed locations including Wick, Thurso, Lochinver and Kyle.
The verdict so far from participants is that the course material is interesting and the learning management system is very easy to use. Line managers have welcomed the developmental opportunity this provides for all staff involved and also the availability of progression within the qualifications framework. Everyone, including the learning coaches, has welcomed the improved contact and communication the system provides, overcoming some of the potential barriers of previous training.
Following the evaluation of the pilot, The Highland Council will be encouraging all public-facing staff to use the qualifications to develop their skills and knowledge.
Source: The Highland Council
