Scotland's capital city has become the latest to launch the Customer Service Professional qualifications, the professional qualifications developed by a consortium of Scottish councils, under Renfrewshire Council and the Improvement Service's lead.
The City of Edinburgh Council joins 14 of Scotland's 32 councils in offering and supporting candidates through the Qualifications.
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| A selection of CSP Candidates and learning coaches join Donald McGougan, Director of Finance at the official launch together with his fellow City of Edinburgh colleagues Bill O'Fee, Danny Gallacher, Christine McFadzen, Mark Francis, Iain Sloan, Gordon Combe, Carole Thomson and Bill Pearson, Improvement Service |
Edinburgh's official launch and first round of induction events took place at Chesser House, Edinburgh on 18 August 2009. Candidates, learning coaches and managers were joined at the official launch by Director of Finance, Donald McGougan, Bill O'Fee (Head of Customer Services), Danny Gallacher (Head of Revenues and Benefits) and Christine McFadzen (Manager of the Leadership & Development Team).
Staff working in Revenues & Benefits, in Corporate Services' Contact Centre and in Lothian Pension Fund are involved in the initial phase of the Qualifications' rollout in Edinburgh.
Danny Gallacher, Head of Revenues & Benefits, said, "It is fantastic to see such a strong interest from our staff to participate in these Qualifications which will help drive forward our plans to improve customer service across the Council. I am convinced the Qualifications will promote a more customer-centric culture and show that, in line with our Achieving Excellence goals, we really are ‘Putting the Customer First' ".
Director of Finance, Donald McGougan, added, "This initiative ticks many boxes for Finance, helping us to provide better services to the public and helping us develop our staff and allowing them to feel better about their daily tasks. More responsive services to the public will help reduce repeat calls and visits, and improve the views that the people of Edinburgh hold of the Council itself.
"For Finance, this is the Year of the Customer and professionally-trained staff will help in our aim to achieve Customer Service Excellence accreditation."
Acknowledging that the Qualifications have been developed by a partnership of Scottish Councils specifically for the public sector, Bill O'Fee, Head of Customer Services, said, "It is an important recognition that good customer service requires a professional approach and will help give our people the skills required to ensure customers experience of contacting the Council is a positive one."
In stressing the importance of developing staff skills, Christine McFadzen, Leadership & Development Manager added, "Customers are at the heart of what we do and why we are here. As someone who believes passionately in supporting staff through training and equipping them with the right skills and knowledge to do their job, I am delighted to see the launch of the Customer Services Professional qualifications within the Council."
In closing the official launch, Danny Gallacher wished all candidates every success in their progress through the Qualifications and paid tribute to the Learning and Development team, and Iain Sloan and Gordon Combe in particular, for their hard work in preparing the groundwork necessary to help the Council achieve the roll out of the Qualifications.
Further information
City of Edinburgh Council: Iain Sloan, Local CSP Co-ordinator, 0131 529 3061 / 53061
Qualifications: Visit: www.customerserviceprofessional.co.uk or enquiries@customerserviceprofessional.co.uk
